That's right, hospitals are competing all across the country for your business, for you to tell your family and friends that THIS is the place to go.
Not that other hospital, oh no!
WIG is the name, W
They hold meetings with the staff at least twice a week, reminding them that the customer is always right. Welcome to the next edition of Hotel
California, where you check in, but now check out really happy! The customer, the family, visitors, they are all always right.
Wildly Important Goals are all the rage in hospitals that reach for scores based on customer satisfaction, on a weekly basis. Even on a daily basis
patients are asked if they have been properly introduced to their nurses, informed of their treatment plan, informed of their diets, their activity
levels, introduced to their patient care techs, had their medications explained to them, their illness properly explained, etc. Every day.
These scores are tallied on a weekly basis, and the staff is then told if the scores are slipping they must do more introducing, more informing, even
if you know you did it and the patient had tons of pain medication and forgot, you must do it more, till they remember!
The wildly important goals are intended to improve customer satisfaction, to assure that you spread the good word about your hospital visit, even
though it is known that bad word spreads faster than good, they are attempting to change that.
Who is the customer?
1. the patient
2. the doctors (most doctors are not employed by the hospitals anymore, but contract employees)
3. the family/visitors
4. outside vendors (bedside commodes, walkers, back braces, oxygen, etc)
Want some ice cream from the cafeteria? No problem! Lotion rubbed on your back? Sure! Blankets and pillows for 4 peope in the waiting room? Be right
there! Someone wants to spend the night? No problem! Guest tray? Right away! All service, all the time, with all smiles.
Here is an example of using WIG in a hospital:
So what happens when someone falls through the cracks, or just has the kind of temparement that nothing makes them happy? Thats when they do Service
1. free parking for family/visitors
2. box of candy
and if it is really bad and you are really, really angry,
4. gift basket, flowers, box of candy, and free parking, sometimes even free movie tickets!
So what is the real purpose behind this? Competition for your dollars.
After your visit, you will most likely get a questionaire in the mail asking about your visit. If you fill this out and mail it back, you are one of
the few. But, one of the few that counts in the Press Ganey Scores that help to rate the hospitals. That's where the real meat of the matter lies,
because people that choose to have elective surgeries do research facilities in their area and tend to choose based on customer satisfaction.
If you have not been in a hospital in a while, go visit someone you know that has fallen ill. You will probably be shocked at the difference in even
just the past 5 years. 10 years is shocking.