South Florida Hospital News
Friday September 18, 2020

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December 2019 - Volume 16 - Issue 6


When It Comes to Patient Care, Empower Your Teams

I travel quite a bit. Most goes seamlessly. Airport, rental car center, hotel, reverse and repeat. When something goes wrong, flight delay, car issues or a less than clean hotel room, I tend to roll with it, but that doesn’t mean I’m not taking notes on how the inconveniences impact the customer and also how companies deal with issues when they arise. Recently I traveled to Chicago. Airport and flight, no issue. Rental car center, no concerns. Hotel checked-in went smoothly. Fast forward to 5:30 am as the alarm clock on my phone rang to start my day. An overnight snowstorm had left the hotel without power. Quickly improvising and quite inconveniently, I got ready guided by nothing but the flashlight on my cell phone. Shower, shave, hair and getting dressed was all done guided only by the small beam of light. Because the elevator was obviously not working, I meandered from my room down the five flights of stairs. Upon eventually reaching the lobby, a couple of staff members were there to tell me simply to, ‘have a nice day’, like NOTHING had happened. About two days later, the feedback email from the hotel chain arrived. I politely described what happened and to their credit they called. They explained that, despite the inconvenience, their staff is not empowered to do much. Do not let this happen in your organization. Ensure your team is empowered to make things right when things go wrong. Using common sense or having simple procedures to deal with situations which negatively affect patients or their families will go a long way. Most people understand that sometimes things go wrong and will give us the benefit of the doubt if you let them. When we do nothing, people take notice and are sure to tell others. Patient satisfaction rises and falls on the little things and how we react.

Jay Juffre is Executive Vice President, ImageFIRST. For more information on ImageFIRST, call 1-800-932-7472 or visit

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