SummaCare Wins with a Consistent Heart
My friend’s brother has been a patient at a SummaCare Hospital for quite some time. His treatments require extensive stays in a protected environment and so my friend has had an opportunity to observe the patient care procedures.
In the two months that he has been in and out of the hospital my friend observed one thing that every nurse does, EVERY TIME he or she visits the room.
Once the reason for the room visit has ended and upon leaving, the nurse will walk toward the door, turn (and this is important) their entire body back toward the patient, make eye contact and ask:
“Is there anything else I can do for you?”
It isn’t an empty phrase thrown over their shoulder with their mind already on the next task at hand, but a geniune effort to ensure they’ve done all that is required.
The action of totally turning their body around – feet facing the patient instead of out the door – sends a message that they are focused on the patient, they can easily return to the patient, that the patient is the only person on their mind at that given moment.
“Every time, without fail, I have observed the nurses perform this simple, yet poignant and powerful exercise,” my friend told me. “I trust that my brother is in capable, CARING hands when I see them demonstrate that level of customer service.”
A small body movement.
A simple sentence.
A power message.
In what way can you consistently let your customer know just how valuable they are and how passionate you are about meeting their needs?
Not surprizing: SummaCare is recognized for outstanding product offerings and customer service by U.S. News & World Report.
