You are here

08 Oct

TBT: Are ancillary departments the key to an improved patient experience?

TBT: Are ancillary departments the key to an improved patient experience?

Having spent much of my career developing and implementing Ancillary services operations for Integrated Delivery Networks (IDNs), I have a deep rooted appreciation for the impact these dedicated people can have on the patient experience. These support service departments can include:

Early in my career the organizational view of these departments was they are important but not mission critical. Today – there is a greater appreciation of the positive impact this group of departments has and in some healthcare systems they are referred to as Hospitality Services.

So what’s different today? HCAHPS focus on the experience and perceptions of the patient for one and the realization that perceptions can be influenced through good or poor service.  

30% of the HCAHPS questionnaire addresses the patient’s experience

100% is based on the patient’s perception of the care they received

Now think about your personal customer experience (I hope the purist will forgive the correlation of patient to customer) in any retail experience.  

  • Does it matter to you how you are treated?
  • What about the friendliness of the staff, their appearance, their willingness (or not) to help?
  • How about your ability to find your way to the purchase of your desire in a large department store – easy, difficult, frustrating?  

Similar components of the patient’s experience are also being evaluated and it is being discovered that in many ways the Ancillary departments are influencing and contributing to the perceptions established by the patients and their families.

If by chance you were a patient recently (hope all is well today if yes) were you:

  • Offered a “room service” experience for your food service similar to a hotel? 
  • Did the food service team member refer to him/herself as your host/hostess.
  • Was their uniform a little sharper maybe even having a formal flair?
  • When the housekeeping team provides cleaning services for your room did they enter with courtesy and a friendly greeting?  
  • As they were leaving the room did they offer to provide any additional service to make you comfortable – because they had the time?  How did they look?  Where they dressed in a commonly seen scrub uniform or where they dressed professionally and differently than the medical care team?

If you had this hospitality experience how did it make you feel? Or – more importantly - how did it shape your perception of the care you received?  

Here’s my point… Healthcare leadership’s understanding of the patient’s experience is evolving.  They are paying more attention to the many (and often more difficult to measure) subtleties that make up the complete experience.  The patient’s perception of the care received is their image and their brand and done well can contribute to their overall mission of care to the communities they serve.  Their evolution of understanding is also including the important role that the Ancillary department staff is playing in shaping the patient’s experience and perceptions through their actions, interactions and appearance.

Bottom line: Pay attention to those who pay attention to the detail…

Have you recently been to a hospital? Have you noticed changes through-out the facility to improve the patient experience – especially in the Ancillary departments mentioned above?  Comment below to let us know what you experienced.



Propecia Higado <a href=>Cheap Viagra Online</a> Levitra First Time Use Amoxicillin Drug Facts For Lyme <a href=>Cialis Online No</a> Where To Purchase Prednisone Cialis Y Otros Medicamentos <a href=>Buy Generic Accutane</a> Canadian Pharmacy Generic Viagra Generic Zentel Overnight Shipping Shipped Ups <a href=>Levitra Ordering</a> Zyvoxamoxicillin Indoacin <a href=>Priligy Pill</a> Cialis Es Malo Amoxicillin Dosage Instructions <a href=>Online Propecia</a> Levitra Sirve Para La Mujer Sildenafil Et De Dapoxetine En Inde <a href=>Cheap Cialis Generic</a> Viagra. Keflex And Conjunctivitis <a href=>Levitra Ordering</a> Warum Ist Levitra So Teuer The Purple Pharmacy Web Site <a href=>Brand Cialis</a> Cheap Mexico No Rx Doxepin Propecia Panic Attacks <a href=>Prices Kamagra</a> Cephalexin And Mrsa Tamoxifen Citrate Online <a href=>viagra</a> Rock It Man Erection Pills For Sale Vardenafil Cheap <a href=>Propecia Tablets Price</a> Kamagra Jelly Orale Donne Cephalexin Review <a href=>Generic Cialis Usa</a> Generic Doxycycline Skin Amoxicillin <a href=>Priligy Tablet</a> Utilizzo Cialis 5 Mg Allopurinol 300 Mg Australia <a href=>Price Of Levitra</a> Healty Man Viagra Zollfrei <a href=>Levitra Cost</a> Viagra For Cheap Prices Generic Viagra Pills <a href=>Buy Cialis</a> Find Provera. Discount Generic Provera Cycrin Without Dr Approval Drugs El Cialis Se Puede Comprar Sin Receta Medica <a href=>Viagra Online Store</a> Buy Tinidazole Online Priligy Dapoxetina 60 Mg <a href=>Levitra Prix</a> Amoxicillin At Cvs Buy Valtrex Online Uk <a href=>Generic Viagra Buy</a> Viagra Rischio Infarto Cytotec Vaginal Side Effects <a href=>Priligy</a> Propecia 98 Stuck Allergic To Penicillin Amoxicillin <a href=>Where To Order Strattera</a> Propecia Efficace Prednisone 10 Mg <a href=>Cheap Cialis Online</a> Cialis Dosage 40 Mg buy accutane in the us <a href=>Viagra Online Stores</a> buy accutane online fast delivery Hq Canadian Meds <a href=>Priligy Dapoxetine Forum</a> Cialis Le Tadacip Cheap Cialis No Prescription <a href=>Cialis Buy Online</a> Cialis 20mg Prix En Pharmacie On Sale Worldwide Elocon With Next Day Delivery <a href=>cialis</a> Zithromax 2 Pack Albuterol By Mail <a href=>generic cialis</a> Penecillin And Amoxicillin Are Propecia Hsa Cialis <a href=>Purchase Cheap Cialis</a> Generic 40 Mg Cialis Cheapest Prices Swelling Bruising Amoxicillin Allergy <a href=>Propecia Usa</a> Viagra Combien Sa Coute

Submitted by MichaSpeax (not verified) on Sat, 06/10/2017 - 05:47

Amoxicillin Horse <a href=>Where To Buy Cialis</a> Get Nexium Cheap Amoxicillin Capsules <a href=>Generic For Propecia</a> secure ordering isotretinoin amex accepted low price Zithromax Wound Infection <a href=>Generic Kamagra Buy</a> Amoxicilina Want To Buy Www Canadian Pharcharmy Online <a href=>Cialis Online Buy</a> Tomar Viagra Sildenafil Antibiotics Fast Delivery To Uk <a href=>Cialis Usa</a> Dapoxetina Vendita Online Cheap Ciprofloxacin 500mg <a href=>Priligy Pastilals</a> Buy Generic Effexor Xr Buy Cialis 20mg Fda Approved Pharmacy <a href=>Generic Viagra Buy</a> Plavix Online Purchase Viagra 100 Mg Precio <a href=>Levitra No Rx</a> Acheter Dapoxetine Zithromax For Cats <a href=>Priligy 60mg Buy</a> Buy Vigora Best Price For Cialis 5 Mg <a href=>Best Online Levitra</a> Levitra Farmacia Italia Peor Hora Para Tomar Propecia <a href=>Cheap Viagra 50mg</a> Order Celebrex Canada Le Viagra Pas Cher En Montauban <a href=>cialis</a> Buy Vigora 100 Is Orlistat Taken Off Market <a href=>Cialis Order</a> Generic Cialis Review Online USD.It takes NonPayment. <a href=>cash loans</a> If you need the loan for cash. Need help FastCashBoyzs tracks ROCKIN published on What I Want Money Ace Boogie published on Tino Stackz Ft TP Stackz TO JavaScript is disabled by FastCashBoyz published on Shake the Spot Is your network connection unstable or browser outdated FastCashBoyzs playlists published on Tino Stackz Bang Your current browser isnt compatible with SoundCloud.It is not because they are lazy.Viagra Naturale In Farmacia <a href=>Best Levitra Price</a> Levitra 10 Mg Quotazione Cialis Baratos Sin Receta <a href=>Buy Online Cialis</a> Clomid Dianabol Amoxicillin And Ilads <a href=>viagra online prescription</a> Finasteride Dove Comprare Propecia Generico Daily Cialis <a href=>Cheapest Cialis</a> Cialis Cagliari

Submitted by MichaSpeax (not verified) on Wed, 06/14/2017 - 09:25

prescription drug price comparison
<a href="">canadian online pharmacies</a>
online prescription drugs
<a href=>canada pharmacies</a>
canada online pharmacy
<a href="">side effects of valtrex</a>

Submitted by FelipeAlids (not verified) on Wed, 09/20/2017 - 17:50

Add new comment

Search our blog

Recent Posts

Outpatient facilities are often a part of a large hospital or IDN. In a way, an outpatient facility is an extension of a unified health system and therefore a representation of the health system's brand and image.

Having a unified uniform program is vital to the health of an organization. However, have you ever thought about the manufacturer providing your company with uniforms?