In my opinion, patients are looking for sympathetic understanding, quick convenient access, streamlining of the bureaucracy, grasp of risks and benefits, and, of course, affordable dependable care.
Thirteen Moments of Truth, A Baker’s Dozen
Susan basically preaches this gospel to hospitals and doctors: pay attention to human details: recognize the power of word of mouth, create a strong first impression, listen closely, elicit patient feedback, educate patients, and use best practice techniques. Above all, anticipate the following 13 human moments of truth where patients form their opinions:
1. calling your organization,
2. making an appointment,
3. receiving directions,
4. meeting the receptionist,
5. waiting in reception or exam room,
6. meeting the clinician,
7. giving a history,
8. having an examination,
9. having an invasive procedure,
10. giving a lab specimen,
11. receiving discharge instructions and leaving the organization,
12. obtaining test results,
13. receiving a bill.