Episode 2
Brian Lee, CSP
Custom Learning Systems - Founder, Chief Executive Officer
Brian is one of North America's leading experts in the field of world-class healthcare, patient satisfaction and change leadership. He is the author of "Satisfaction Guaranteed™ - How to Satisfy Every Customer Every Time." Brian educates his audiences on the "how-to's" of patient, staff, and physician loyalty; he inspires hope and commitment, resulting in renewed passion for care-giving. For two consecutive years, Brian has been evaluated by the International Customer Service Association Conference as the number-one-rated Customer Service speaker in the world.
HCAHPS hospital comparison/info websites:
10 preparation tips to ensure you get a great healthcare experience:
- Visit http://hcahpsonline.org/ to learn more about prospective facilities
- Don't discount the value of word-of-mouth recommendations
- Does the staff have Service Recovery Policy training?
- Ask the nurses who work there about their facility - would they recommend it to their own family members?
- If you are about to have a baby, does the facility have an orientation/on-boarding process to pre-familiarize you with their facility/experience?
- Check out the emergency/waiting room areas - is this somewhere you can envision being when sick/in pain? What is their triage process like?
- Ask you doctor about the facility.
- Google the site/facility. What kinds of info are you seeing about them? Complain reports? Praise?
- What is the staff/nursing turnover at the facility? Higher than 5-10%?
- Depend on your family - have someone your can trust who can represent you when you are not in a clear-headed state/conscious. Are these people well taken care of at the facility?
If you are already in the facility: Is there a whiteboard/corkboard/cheatsheet/etc in your room to capture info such as contacts, your status, daily plan, allergies, preferences, etc?
To receive a free eBook edition of Brian Lee's new book, Satisfaction Guaranteed™ - How to Satisfy Every Customer Every Time!, simply send an email request to brian@customlearning.com or call in to 800-667-7325.