Page 16 - IMPRESSION Newsletter February 19

Enhancing the Patient Experience

The staff introduced themselves to me. The staff apologized if there were delays in my care.
There is far more to an introduction than just telling Many people find the words “I’m sorry” to be magic

someone your name. The introduction is an opportunity to words. A blameless apology produces the magical effect
create a positive first impression that will: help put people of the words “I’m sorry” without your taking the blame or
at ease; establish credibility and trust; and prepare a blaming anyone else. A blameless apology simply
person for their particular procedure. The following tips recognizes the person’s experience. A blameless apology
can help you create a lasting impression with your communicates your regret that the other person is
patient: somehow suffering, whether it is your fault or not.
Tips How to Do a Blameless Apology
1. Say I'm sorry like you mean it. A stiff apology is a
1. Attitude is everything. Be polite and confident second insult.
2. Greet people with a smile and use their names if you 2. Don't be defensive, make excuses, or blame others.
know them 3. Don't just say, "I'm sorry." Say what you're sorry
3. Tell them who you are, your role, and how you are about.
going to help them Tips
4. Maintain an ‘open’ position and do not cross arms or 1. Go beyond "I'm sorry." Do something to help the
legs person or resolve the problem.
5. Lean slightly towards the other person 2. Say "I'm sorry", not "we're sorry."
6. Maintain reasonable and comfortable eye contact 3. Don't say "I'm sorry if," expressing doubt about what
the person is saying.
7. Avoid multitasking 4. Use the Blameless Apology in the Heart-Head-Heart
8. Relax Sandwich.

Stories From the Heart

"Colleen was OUTSTANDING. She made "The imaging staff was professional and
me feel comforted and well taken care courteous as always, even though I knew
of. THANK YOU so much!" it was a challenging day. Thank you. "

"Shashana is consistently friendly, personable, welcoming, and understanding. Her
name escapes me, but she gives true meaning to customer service is #1. She is awesome,
and should be given an award. I have been there on several occasions & at different
times. Her disposition never wavered no matter who comes up to the desk and why. "

"My technologist was very kind, professional and explained everything very thoroughly.
He made sure I was comfortable and really looked after me. A very pleasant
experience."