You likely recently heard the horrific story of a nurse who was “following company policy” to not offer medical attention to a dying women at a California retirement home.  Policy it might be – but certainly worth a swift and through review by Glenwood Gardens and should serve as a wake up call for the industry. We need sensible policies in place that protects the health and welfare of the patients and prevents them from dying. We also need to empower and equip our frontline (nurses, janitors, aides, etc.) with the processes and procedures to deliver a world-class patient experience. I am sure we will discover that not been able to deliver CPR is the tip of the nightmare – as the frontline hands are likely tied and are prevented from delivering in other areas that could benefit the patient.

Fresh Customer Service’ Offers Healthcare Global Readers With 6.5 Fresh Steps that Will Deliver A World-Class Patient Experience.


Fresh Step 1: Side-by-Side Walking

This involves walking a mile in the shoes of employees to understand what they do, how they do it, and how they experience their jobs. Side-by-Side Walking will help give you a real-world understanding of the environment your frontline employees operate in, and separate perceptions from actual activities and true problems. Side-by-Side Walking is the foundation for understanding where your organization is at the moment, the gaps that exist, what is working and what needs improvement.

Best of all, Side-by-Side Walking only requires you, the corporate manager or executive, to take one day of your schedule and devote it to going through all the activities your frontline employees go through, from pre-shift preparation to post-shift cleanup and closeout. Far more than a site visit, it’s a true immersion into your frontline employees’ daily lives and routines.

Fresh Step 2: Smart Tasking

This clearly defines the critical tasks and processes that support the customer service offering and the deadlines by which they must be completed. The most important factor is completing the necessary tasks and processes without impeding the delivery of a world-class customer service experience to the patient. Smart Tasking creates a harmonized balance between completing the tasks/processes and delivering a world-class patient experience.

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For leadership coachingprofessional development training, customer service trainingcustomer service tips, college success tips, or to learn how to build a personal brand, how to improve customer service, or  how to succeed in college, contact Michael D Brown, a premier leadership speaker, customer service speaker, and college motivational speaker at,, or

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