Patient service and satisfaction. It is the name of the healthcare game these days. And we all know that the little things can sometimes make the greatest difference. But be careful not to get so focused on the little things that you lose sight of the big picture.
A colleague of mine recently experienced the hospitalization of a family member. The hospital was great at the little things — bringing the caregiver a cup of coffee, providing an extra blanket, offering to order lunch. Unfortunately though, the family experienced excessive treatment delays due to poor communication and care coordination. Somehow that cup of coffee a nurse thoughtfully provided when you were in the ER at 6 am means very little when it is more than 24 hours later, and your severely ill loved one is lying in a hospital bed scared and in pain — still waiting for a specialist to consult to determine a treatment plan.
Yes, do the little things, but make sure they are the icing on the cake of an already solid patient care experience.