Unjargoned 07 | Feedback Management, Pufferfish, and Kmar скачать в хорошем качестве

Unjargoned 07 | Feedback Management, Pufferfish, and Kmar

In a world where healthcare can often feel impersonal and bureaucratic, South Lake Pediatrics stands out as a beacon of innovation and care. This independent pediatrics practice, located in the Twin Cities metro area, has successfully blended a customer service mentality with medical care, creating a unique patient experience that has garnered them accolades as one of Minnesota's top pediatric clinics. In this blog post, we will explore their journey, the innovative practices they’ve implemented, and how their dedicated team continues to provide exceptional care to their community. 00:00 Start 01:11 Introductions 05:32 What healthcare can learn from retail 07:45 Using the PDSA model 09:10 Feedback Management success 10:47 The Kmart shift for customer service in healthcare 15:12 How SLP thinks through customer service 16:38 Pivoting to find the best messaging cadences 18:37 Change management in healthcare 20:22 Followup care workflow 22:45 Magnets and QR codes 27:02 Automated vs manual waitlists 27:42 AI and automating tasks 30:15 Rapid Fire! Main Content: *The Heart of South Lake Pediatrics* Founded by a team that values personal connections, South Lake Pediatrics has cultivated a family-oriented culture that extends beyond traditional healthcare. The team consists of four clinic locations and 32 providers, all of whom are committed to fostering a supportive environment. Tina T, the Director of Front Office Operations, shared her journey from retail to healthcare, emphasizing the importance of customer service in the medical field. She noted, "I immediately saw a need for that in healthcare," showcasing her passion for enhancing patient interactions. *Creating a Positive Work Environment* The camaraderie among staff at South Lake Pediatrics is palpable. Alyssa Pearson, an EMR analyst, remarked that everyone knows each other, regardless of their position, creating a tight-knit community. This supportive culture plays a crucial role during busy times, such as snowy mornings when patient demand surges. "We can have conversations with each other and say, ‘Okay, we got this,’" Tina explained. This team-oriented approach not only empowers staff but also ensures high-quality patient care. *Innovation in Front Desk Operations* One of the standout features of South Lake Pediatrics is their innovative approach to front desk operations. The team recognized that the role of the receptionist extends beyond check-ins; they are the first and last point of contact for patients. By transforming this role into a dynamic customer service position, they improved patient flow and satisfaction. Tina emphasized that their goal is to support the front office team, leading to a better overall experience for patients. *Embracing Technology for Better Care* The integration of technology has been pivotal in South Lake Pediatrics' evolution. Alyssa shared that they utilize a PDSA (Plan-Do-Study-Act) model to test new workflows, allowing them to adapt quickly to changes in technology and patient needs. As Alyssa noted, "It’s been a crazy ride" transitioning from paper charts to an electronic medical records system. This shift has streamlined operations and improved communication among staff. *Gathering and Acting on Feedback* South Lake Pediatrics excels in collecting patient feedback, which has been crucial for continuous improvement. Tina highlighted the importance of responding to patient comments, stating, "There’s a takeaway with everything that’s said, right? What can we do better?" The practice uses feedback to make informed changes, ensuring that they address the real concerns of their patients. Conclusion: The success of South Lake Pediatrics is a testament to the power of combining excellent customer service with healthcare. By fostering a supportive culture, embracing innovation, and actively seeking patient feedback, they have created a thriving practice that prioritizes both staff and patient satisfaction. Key takeaways from their journey include the importance of teamwork, the role of technology in enhancing healthcare delivery, and the significance of understanding patient perspectives. As they continue to grow and adapt, South Lake Pediatrics remains committed to making healthcare easier and more accessible for everyone.