I have a sister who is currently receiving treatment within a hospital run by a non-profit. I was amazed during my visit with her at the lengths that the hospital staff go to in ensuring that they follow high standards of customer service.
There are many motivational posters through the hospital (even in public corridors) referring to customer service, and also to excellence. In addition, there are also charts that the staff have worked on to develop simple strategies that will help them demonstrate customer service. The nursing and medical staff then follow through using these strategies with their patients.
For example, when the nurse enters a patient's room, their first statement is "Hello Miss/Mr ****, it's (nurse) here. I'm just going to ****. This way, if the patient is resting or not fully alert, the patient at least knows why this person's just walked in. And doesn't awake to a stranger who they don't think should be in the room!
I've mentioned in previous posts that my thinking is that non-profit organisations need to ensure that they are providing great customer service. What this hospital demonstrates is that patients (ie. the hospital's customers) will be willing to choose the services of this hospital over another when required in future. Originally my sister had planned on moving to another hospital, but now is extremely happy to stay and continue to receive excellent care.
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