In the rapid march toward technological advancement in healthcare something else happened…many of us got too busy to remember how stopping to hold the hand of a scared patient or walking a lost visitor to their destination can make all the difference in the world.
Like it or not, healthcare is transitioning rapidly to a service industry across the globe. If this were not the case, patients would not be crisscrossing the globe in search of five-star healthcare experiences that offer more than just high quality. Even in healthcare systems where the focus has traditionally been on universal access and resource and cost constraints, patients are becoming more savvy and demanding a better healthcare experience.
Confluence by Cannon Design understands that service excellence is not just about 300-thread count sheets and in-room dining. At its core, service excellence is about adhering to the Golden Rule of “do unto others as you would have done unto you.” Our approaches to service excellence focuses on understanding how all aspects of the healthcare experience can impact patients’ and families’ perception of their healthcare experience. We work to overlay organization culture and operational realities to understand how these may drive certain aspects of service delivery. In the end, we partner with our clients to ensure that opportunities are identified to return the patient to the center of the healthcare experience.
To learn more about how Confluence by Cannon Design has partnered with our clients to achieve unparalleled solutions in service excellence, please click on a case study below.