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How Long Should We Make Patients Wait?
In the absence of information and good communication, chaos and anxiety will fill the void. I just saw a post on a Facebook community board from a woman who [...]
A New Kind of S.O.P – The “Department Playbook”
In virtually every clinical setting I’ve visited over the last two decades, there has always been some kind of Standard Operating Procedures manual, or SOP. When I took a [...]
The Ticket To Building Empathy
Have you ever tried to walk on crutches when you didn’t need them? It’s hard! What about operating a wheelchair when you didn’t need one? That’s even harder, right? [...]
How Disney Housekeepers Create Magic (and how yours can too!)
Two of the best interview questions to ask any prospective employee are: 1. What makes you smile? 2. How do you make others smile? This is especially true for [...]
The Best Way To Connect With Patients: Caring Out Loud®
What’s the best way to reduce patient complaints? First, it’s important to understand what patients are complaining about related to their care experience. A 2016 study published in the [...]
High Tech Is Not Always High Touch
By Jake Poore Telemedicine is one of the top trends in healthcare. The growing industry is expected to attract 7 million patients by 2018, up from 350,000 in 2013. [...]
A New Level of Customer Service: The Great Napkin Switch!
I have no hesitation at all rewarding great customer service. And excellent customer service is just what I got at a restaurant recently. I was at an airport in [...]
Eating An Elephant
When I scroll through Facebook, it’s unusual to come across anything that stops me in my tracks. But this afternoon, one post did. It was from a neighbor whose [...]
Disney’s Secrets to Great Customer Service
When it comes to great customer service, Disney often stands above and beyond all others. One of the greatest lessons I learned while working there so many years ago [...]
Can An Organization Be Safe AND Nice?
By Jake Poore The best health systems have safety as their top priority. In fact, care facilities where safety is not the highest priority usually don’t stay in business [...]
Are You Ready To Be Patient-Driven?
By Kim Court Everyone is talking about ways to improve the patient experience. New initiatives, slogans, campaigns or programs of the month are introduced one after another but nothing [...]
Volume to Value: Bridging the Gap Between Clinical and Service Excellence
By Kim Court If you ask 50 people to define “the Patient Experience”, you’ll get 50 different answers. While there are many definitions, we’ve adopted what is considered to [...]
How To Create Warm Welcomes
By Jake Poore You never get a second chance to make a first impression. Think back: when was your last encounter with customer service personnel? What do you remember [...]
What Do Disney and Hospitals Have In Common?
By Kim Court Hospitals exist to heal, treat, and provide comfort to patients during times when they are unable to do so within their homes. There are numerous hospitals [...]
A Reminder That We’re On The Right Path
It really hit home for me this past week as to why we do what we do here at Integrated Loyalty Systems. Dr. Atul Gawande, a practicing surgeon at [...]
If Your Hair Salon (Or Barber Shop) Ran Your Hospital
Stop for a moment and think about who cuts your hair. Is it a man or a woman? How long have you been going to that salon or barber [...]
Empathy is the Best Sales Tool
Yesterday, a friend and I noticed some Cub Scouts selling popcorn at the exit of our local grocery store. My friend said to me, “I’m so tired of all [...]
In Healthcare, Who’s Got Your Back?
As a Floridian, it’s not too often that I get to cheer for hockey. But recently while my family and I were watching the NHL playoffs, we went crazy [...]
When Things Don’t Go As Planned, Is Your Team Empowered To Make Things Right?
One of the problems with having scripts for employees to follow is that they won't know what to do when things go off script (as they often do). Will [...]
Swapping Graffiti For a Language of Service
Every industry, organization, and business has graffiti – or things that distract from the ideal customer experience. At Integrated Loyalty Systems, we define graffiti as anything that distracts or [...]
How To Move From a Transaction to An Experience
Ever wonder what makes some organizations better than others? Often, it has little to do with products or services, although those things need to be good. What really makes [...]
3 Strategies to Boost Your Productivity
I heard a speaker a few weeks ago who asked the audience, “Is your list of emails your daily to-do list?” Many of us laughed at first, but then [...]
Would You Eat At This Restaurant?
You choose a restaurant for lunch. THIS is what their bathroom looks like. Now … The question is – even if you’ve never eaten here before, can you guess how [...]
Service Recovery: It’s All About Heart
(A post by one of our ILS team members.) Service Recovery. In business, it’s a system to help employees correct customer situations that have gone wrong. At Integrated Loyalty Systems, [...]
What Do Patients See?
“You can never really know a man until you’ve walked a mile in his shoes.” To be able to see and experience things from another person’s point of view [...]