Experience, Hospitals and Insights- PART II

This is PART II of the post. click here to read Part I.

The Thought:

The Qualitative research on the Hospital employees revealed multiple aspects of the thought process.

The need and want vary highly among these people. The employees at level 1 to level 4, understands their duties and responsiblities differently than expected from the management.

In first post we discussed on the problem that existed with level 1 and level 3 employees.

At Level 1 there are doctors, who are kings of the system. Its them, around whom the whole process is woven. With one diflection from their part, the whole system stands mocking. They need to follow a systematic process to minimize the problem to the bottom levels.

At level 3 there are administrators, who lacks training. Its these people who do really routine job, and are educated enough to feel depressed with their state. Level 4 faces no such problem. They know that they are at the bottom of the pyramid, and their only job is to keep the people at the top smiling, and not happy. 

There is a huge difference between keeping customer happy than keeping them smiling.

Keeping them happy requires one time "WOW", and giving them a remarkable product, while a smiling face needs constant alertness.

In a service economy, say a hospital, a clean room will make a customer ( patient ) happy, while to ensure the smile, one must be available always alert and smiling.

It requires effort of high degree.

So coming back to the discussion, "Training", these employees at level 3 is one of the most crucial aspect right from technology to insipration, or else, in no time Bad word of mouth is the only destination for the business.

More details on this is all set to come in a Ebook. Stay Tuned.

Cheers