For New Employee Orientation in Medical Practices: A Brief Employee Guide to Creating Legendary Patient Experiences

Your aim is to match your practice’s extraordinary reputation for excellence in clinical care with an equally extraordinary reputation for legendary patient experiences. To do so, ALL members of your care team need to understand that their caring communication is important. And they must have the skills to provide it. Message to Employees: You ARE Our Practice You are what patients and families see when they arrive here. Yours are the eyes they look into when they’re frightened and lonely. Yours are the voices people hear when they try to remain calm and when they try to forget their problems. Your voices are what they hear on their way to appointments which could affect their destinies, and what they hear after they leave those appointments. Yours are the comments people hear when we think they can’t. Yours is the intelligence and caring that people hope they’ll find here. If you’re too busy to notice people, so is our practice.  If you’re so task-oriented that you seem impersonal, so is our practice.  If you’re wonderful, so is our practice. Patients and families can’t know the real you unless you let them see it.  All they know is what they see and hear and experience. We all have a stake in your performance and in the collective performance of everyone who works within our practice. We are all judged by your performance. We are the care YOU give, the attention you pay, the courtesies you extend. Thank you for helping our practice to create legendary patient experiences! Communication and service factors play a critical role as patients and families ‘shop’ for health care options. Also, providing excellent patient experiences improves our overall work environment. This resource introduces your patient experience focus to new employees and suggests “House Rules” for patient-centric behavior.  These House Rules set expectations and help employees provide the type of care which inspires patient loyalty and satisfaction. Patients and families don’t care how much we know until they know how much we care. Click here for the Brief Employee Guide to Legendary Patient Experiences.