Put Muscle Behind Quality - A Promise from the CEO!
Posted by Mike Ferris on Saturday, April 04, 2009 and posted in HospiceEvery hospice admission package contains the same ubiquitous form: “If you ever have a concern about our service, here’s our number, and if you don’t get your problem resolved, call this number at the state.” Well, okay. But patients and families get so much information at admission that, by the time they get this, their main focus is getting you out so they can get some rest!
Make a real impact instead. After every admission, the CEO should send a handwritten note thanking the family for choosing your hospice for their care. And include this phrase:
“If you ever have a problem that doesn’t get resolved, here is my home phone number. Call me. Please.”
A helpful tip: Do several cards at once so you don’t have to do one every time!
Excerpted from LEGENDARY RESULTS: Managing Referrals & Increasing Admissions Vol. 2: The Admissions Process by Michael Ferris and Polly Rehnwall.
