Lisa Machado: Imagine if our healthcare systems had the same dedication to understanding the needs of their customers as Google and amazon? —via healthing_ca iamlisamachado healthing patientvoices advocacy
offers video-calling to handle customer complaints face-to-face, it tracks and responds to customers’ social media comments as well as builds help centres that use AI to ensure the expectations of customers are both met and exceeded.
“The owner guy likes everything to be perfect,” she said, adding that he has been known to write thank-you notes to guests, drive intoxicated customers home and draw on menus with small children so their parents could eat in peace. He even put No Smoking signs at the entrance of the bar after patrons commented in the monthly survey that he sends out digitally on the smell of cigarettes and weed that wafted past the tables each time the door opened.
Unlike the Google and Amazon customer, whose preferences and expectations are investigated, confirmed and confirmed again, what the clients of health care need and expect is virtually unknown to providers. In fact, for many health-care facilities, decisions about how to serve patients are made within private silos, without engaging the thoughts of the very people they exist to care for.
It’s hard, though, not to think of this as just wishful thinking. A few years ago, I was contemplating a career change and considered a role in patient navigation at one of Toronto’s hospitals.
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