CASE STUDY OF INEFFICIENT STAFF
A man with a fracture on his left leg got off a cab and entered a hospital for getting his plaster removed. He was walking with the help of a walker. When he reached the reception, it took him 30 minutes to get his prescription slip and reach the concerned room to get his plaster removed! And once that was done, he had a tough time to balance himself while walking. Somehow, he managed to find his way out of the hospital and to his transport medium.
What could the hospital have done?
- They could have offered the patient a wheel chair when he arrived at the hospital.
- Someone could have offered to help him with his prescription slip.
- The people from the hospital could have also maintained a special prescription window for such people so that they don’t have to suffer any distress while getting their slip.
- The administration could have offered to help him to the room where his plaster was to be removed.
- The administration could have also offered to get the cab for him.
- The hospital management could have appointed a special person to help such people in the department.
- The hospital could have also trained their normal staff to extend a helping hand to anyone who enters in a state of distress of any manner.
People often associate a hospital’s success with the number of cured patients and not about the experiences the patients and their families have during hospitalization.
However, what differentiates an average hospital from a good one or a great one is partly dependent on the track record of the doctors on board and how can they help the patients but a large part also depends upon on their experience.
What differentiates a good hospital from an average forms the basis for Brand Championship.
A Brand Champion is the one who truly and utterly believes in the brand of the hospital and will do everything to propagate and goodwill in the minds of people.