Question

What are three examples of key words at key times? Why do they improve service culture?

Answer 1

Examples of Key words at key times

Acknowledge - Eye contact, smile, and acknowledge everyone in the room (patient and families).

Introduce - “Hello, Mr. Clark. My name is Jackie and I am your nurse today. I have been a nurse for 20 years and have worked in this hospital for over 8 years. I have done this procedure thousands of times and I go back for training each year…”
“Hello, Mr. Clark. My name is Sam. I am your nurse today. I am part of a very
experienced care team that will make sure this procedure goes as planned. We do
hundreds of these procedures every month…”

Duration - “This procedure will take about 10 minutes to perform and then about one hour for the
results…”

Explanation - “Let me explain some more about the procedure.” (Explain why performing the procedure, what will happen, and what they should expect, understanding of side effects, and answer any questions.)

Thank you - “Thank you for choosing us…Thank you for waiting…Thank you for coming in today…What other questions do you have?”

why do key word at key times improve service culture

• Using key words at key times with key behaviors makes all the difference in the world. It’s best for leaders to develop their own key words that make sense to them and their situation.
• Finding the right words at the right time builds a culture of service and operational excellence. It is critical to let others know why we do things. People want to know what is going on and want us to connect the dots to let them know why we need to take a particular action or change a behavior.
• It Improves patient and customer perception of their care or the service they receive
• Helps reduce their anxiety (thus improving outcomes)
• Builds customer loyalty.
• Ensures that all service providers are delivering consistent measures of empathy, concern, and appreciation.