Anesthesia Customer Service: What Should it Look Like?
I recently read an article entitled “Great Customer Service Starts with a Clear Purpose.” I read it with great interest because it was an article written by Bruce Jones, Senior Programming Director, Disney Institute. Most of us, through our children, have been exposed to either Disneyland or Disney World as a summer vacation destination. Personally, I have been impressed with Disney’s focus and attention to making the Disney experience great for the whole family, including the adults. Considering how many guests pass through their turnstiles every year, this is not an easy assignment.
The Disney leadership team believes “One of the very first – and most important – steps leaders can take in their efforts to create a culture that focuses on providing exceptional customer service is to help employees understand the organization’s overarching goals.” “When employees see clearly how their efforts contribute to the organization’s goals, they are better able not only to meet, but also to exceed, customers’ expectations.” The Disney organization also believes “The most common factors contributing to the discrepancy between the Customer Service Experience that organizations want to provide, and the one that they actually provide, is their failure to supply their employees with the resources and training necessary to meet Customer Services expectations.” This article struck a chord with me from the perspective that Anesthesia Management is a service business; its only purpose is to provide safe, quality anesthesia care and to provide its customers with great, cost-effective service. Who are the customers? They are: Patients and their families, Surgeons, Perioperative Staff members, and the hospital’s Executive Leadership team. Each one of these customers have common and unique needs that the anesthesia providers need to know and understand if they are to provide Great Customer Service.
One of the strengths that Premier Anesthesia possesses as a company is our Anesthesia Consulting Services. Our Consulting Team has conducted over a hundred consulting engagements over the past eight years. Why do we do consulting? It affords Premier the opportunity to stay in touch with the needs and expectations that hospitals and their anesthesia stakeholders want and need.