tailieunhanh - Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2
Part 2 book “Service extraordinaire unlocking the value of concierge medicine” has contents: How to “Do” concierge medicine, barriers to the transition to concierge medicine, concierge lessons for non-concierge physicians, concierge medicine in a health care system, concierge medicine in the future. | Chapter 5 How to “Do” Concierge Medicine The Patience Experience and Culture What an individual experiences during an interaction with an organization depends heavily on the culture of the organization. Some organizations have a playful, upbeat culture. Southwest Airlines is famous for this. You may have heard a playful flight attendant announce, “In the event your oxygen mask drops down, first place the mask on yourself. Then pick your favorite child and fix theirs in place” (Mikkelson, 2005). Other organizations have a more serious, deliberate style. Detectives in police departments often emulate this approach, which is best exemplified by Sergeant Joe Friday of the television show Dragnet. He frequently pleaded, “Just the facts, ma’am.” Edgar Schein calls culture “a pattern of shared basic assumptions learned by a group as it solved its problems of external adaptation and internal integration” (Schein, 1985). In the specific context of health care, Forrester Research defines culture as a system of shared values and behaviors that focus employee activity on improving the patient experience—that is, 49 50 ◾ Service Extraordinaire “everything patients see, touch, feel, hear, and think about their interactions with the organization” (Johnson and Stern, 2017). In a culture that emphasizes quality and safety of care, employees will always assist patients when they get down from an examination table to prevent falls; take the time to explain the need for colonoscopies, mammograms, flu shots, pneumonia vaccines, and other preventive services that can improve health and save lives; and present a friendly, unrushed demeanor. Such actions build confidence in the provider and result in better understanding by the patient—both of which increase the likelihood that the patient will follow medical advice. Because the service expectations are high in concierge practices, culture is important. This must be openly communicated among all employees, and examples of a strong .
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