Issue link: https://beckershealthcare.uberflip.com/i/593112
72 THOUGHT LEADERSHIP trouble finding. eir work schedule should not be so constricted that they are unable to do this. Taking a moment to treat patients with empathy is not time wasted. Happy and engaged patients make everyone's job easier. e drive for more efficiency shouldn't overwhelm the opportunity for patient engagement. Too oen patients are ignored or objectified as we delve into their paperwork, herd them through the hospital and try to be super-efficient. The moment of truth As I said at the beginning, I've had several opportunities to experience the healthcare system as a patient — including hip and knee surgery and heart bypass surgery. Not all of this has been negative. In fact, I've had quite a few positive experiences, and they've given me a chance to stop and ponder just how marvelous our health system would be if patients came first. At one point, I had to come to the hospital to get blood drawn a few days in advance of hip surgery. As I walked up to the registration desk, I was a little wary about how I'd be treated. I'm used to getting minimal eye contact and feeling a little infringed upon by the whole process. But I was startled to see that the woman behind it was beaming at me. She gave me stickers that said, "Smiles are Contagious — Catch One!" and she proceeded to prove the point. She was veritably brimming with energy, enthusiasm and goodwill. e woman's name was Sharon Brooks, and whatever they pay her, it can't be enough. She's probably done more for the image of the place than all of its advertising campaigns put together. In the parlance of customer service, my meeting with Sharon was "the moment of truth." It's when the patient first comes into contact with the organization. It's a crucial moment, because your lasting impression of the whole institution usually depends on the way you were treated at that point. If it's a bad impression, it's hard for everyone else to get rid of it, no matter what they do. Make sure to pay attention to your patients in the "moment of truth" as well as the rest of the care continuum. Provide a really great experience, and your organization will flourish and prosper! n What are You Thankful For? Peace of mind You disinfected with DisCide Ultra! DisCide Ultra kills over 21 microorganisms in 1 minute or less! -- The staff at Palmero's wants to wish you a Healthy Happy Holiday! www.palmerohealth.com