CNH Weekly Service Behaviors – Week 1 of 12 “Making a Personal Connection”

As you know, one of our pillars of performance is Service.  Over the next twelve weeks I will be sharing a weekly Service Behavior that I would like for all of you to focus on that week.  Please use these reminders as ways to improve our level of customer service across the hospital.

 Week 1 – Making a Personal Connection

Here at Coliseum Northside Hospital, we know the positive impact making a personal connection has on building trust in the care provided at our hospital.

poor customer service mechanicThink about times in your life when you received a service where things turned out like you expected, but something was missing in the experience you had.  It might have been a time when you had your car serviced or repaired.  Maybe as you were paying for the completed auto work, the cashier never made eye contact or thanked you.  You might not choose to return. Why?  Because you didn’t feel like the cashier cared.  They missed the opportunity to connect with you in a meaningful way.

In healthcare, our patients are afraid, nervous, anxious, and vulnerable.  Every interaction is an opportunity to let our patients know we will not only care for them but about them.  Our Mission is to be there for our patients, providing care and improving lives.  What better way to live our Mission than to build a personal connection with those we serve!

nurse good customer service

I’m asking all of you to take an opportunity this week to CONNECT with patients, visitors, and team members.  Ask connecting questions such as:

  • “Tell me something about you that has absolutely nothing to do with your hospital stay.”
  • “When you’re not in the hospital, what do you like to do?
  • “What hobbies do you have?”
  • “Tell me about your family.”

I’m asking each department leader to identify ways you and your staff can visibly share how you have made personal connections with patients, visitors, and team members this week.  Discuss it in your huddles, post your examples in break areas and share broadly with your colleagues.  Let’s focus on living our Mission this week and make those personal connections.


 Thank you for all you do every day!

Greg Caples