Navigating health care can be a complicated task, so we do our best to lay a clear path to everything you and your family need while delivering our promise of high-quality services to the community. This year, we’ve committed to rigorously training every team member to take our care to the next level.
Several years ago, we began to see reduced engagement with our customers. A number of people told us their overall experiences didn’t meet their expectations—and that didn’t sit well with us at all. It was a wake-up call to reinvigorate the “care” in health care for our team.
“We’ve focused on being kind for years,” said Jenn Wells, assistant vice president, customer experience and brand strategy. “It’s so ingrained in our mission, vision and values, but kindness only goes so far. We must build loyalty and trust.”
To make sure we create a welcoming, nurturing environment and to show how much our associates really do care about patients day-in and day-out, we created the Hancock Customer Experience Academy (HCX Academy), a mandatory internal curriculum designed to radically improve your experience as a patient, visitor, caregiver, or employee. This allows our team not to just meet, but exceed your expectations.
“We looked at our issues as being bigger than patient satisfaction. Education would need to involve the entire organization, and not just from a clinical standpoint,” said Wells. “While this is a challenge, the results are worth it because prioritizing your customers’ experience is key to creating lasting relationships.”
Training Hancock Health Heroes
To go above and beyond, we’re thinking critically about how we currently interact with customers, balance best practices and delivering care, and build meaningful relationships with everyone that walks through our doors. One of the most impactful ways we can remain dedicated is by making sure we operate as Hancock Health heroes.
“Being a hero and making a difference to someone stems from passion, not perfection,” said Wells. “It’s being empowered to take ownership of a situation, being equipped with the tools to step in when needed, and being innovative to bring creative solutions forward.”
Our associates are being trained and encouraged to take that step forward and take action where it’s needed, enlist others to help, and encourage others to be part of solving problems. As we lift up our team members internally, you’ll see the change in every service and aspect of care we offer because they will feel brave and confident to be the healthcare experts we know they are.
Where You’ll See a Difference
Our biggest goal is to make sure that you, the customer, feel valued in every interaction you have with Hancock Health—seen, heard, respected, and safe. We’ll continue making sure we take moments to make a patient’s day a little brighter and easier. But one of the best ways we can show our appreciation for customers choosing Hancock Health is by making sure our associates are adhering wholeheartedly to a collaborative approach to care. That doesn’t just mean care teams; it includes associates at the front desks, the billing department, operators, volunteer coordinators, and many more.
Combining communication techniques, leadership training, and new technologies, our teams are leveling up their own relationships through the HCX Academy so that they can create even better experiences for customers when they step inside a provider’s office, lab, wellness center, or hospital room.
“Learning will always be ongoing for our team, this program is never really completed—as it should be,” said Wells. “Taking ownership of a situation and making a difference connects and combines people with actions that result in positive outcomes. These behaviors are skills that only improve with consistent effort and practice.”