2.7 acp customer service


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Basic Customer Service Presentation Designed for EMS

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  • Follow up questions about “service” in that job.
  • Even in a no choice enviroment (i.e. an exclusive 911 service) the customer has a “choice” to support, or oppose, the service politically and personally, making the job easier or harder on many different levels.
  • We chose to be apathetic. We chose to be burned out. We can chose to have fun in almost any situation.
  • Alan Brunacini Phoenix Fire Chief Alan Brunacini has been a member of the Phoenix Fire Department since 1958.  After holding the positions of Firefighter, Engineer, Captain, Battalion Chief, and Assistant Chief in his first 20 years, he promoted to Fire Chief in 1978.  He heads a fire department with over 1700 personnel that services over one million customers.  In addition, Phoenix Fire dispatches for 21 fire departments in the valley, as well as responds to these same surrounding communities in the automatic aid program.   He is a 1960 graduate of the Fire Protection Technology program at Oklahoma State University and earned a degree in political science at Arizona State University in 1970.  He graduated from the Urban Executives Program at the Massachusetts Institute of Technology in 1973, followed by a Master of Public Administration degree from Arizona State in 1975.   Chief Brunacini is the Chairman of the NFPA 1710 Technical Committee for Fire Service Organization and Deployment Projects for paid departments.  Chief Brunacini is past Chairman of the Board of Directors of the National Fire Protection Association, the first active fire service member to hold this position in NFPA's 100-year history.  He is also past Chairman of the Fire Service Occupational Safety and Health Committee of NFPA, which was responsible for the development of Standard 1500.  This document, adopted in 1987, is aimed at reducing firefighter deaths and injuries, while promoting health and fitness programs and is having a major impact on the fire service.
  • Ensure that your patients affairs are in order, before you drag them out of their home. Remember that most emergencies are unplanned, help your patients with things such as arranging temporary child or pet care, securing their home or vehicle, contacting family members, notifying their employer, etc. How would it screw up your day to suddenly have to go to the hospital?
  • This is the most common view of obese people. Fat, dirty, lazy and just a general burdon on your day. But not all obese people share these characteristics.
  • Some are industreous, hard working people. We all have issues- some of us smoke, some can’t sleep, some eat too little, use drugs or any other of a myriad of substances or ways to cope with life’s stress… some eat too much. Economic component- According to a 2007 study by the American Dietetic Assn. The average cost of an unhealthy, junk-food diet is $1.76/1000 calories The average cost of a healthy, nutritious diet- $18.16/1000 calories.
  • Remember that obese pts. Come with a set of serious risk factors and health issues.
  • Remember, there are good and bad people in every walk of life. Don’t stereotype and don’t be so quick to judge, you may miss out on connecting with an amazing person.
  • Remember that elderly people have lived a lifetime. They were once someones baby, child, sweetheart. They have raised their own children, often grandchildren and have experienced many of the same things that you are experiencing now.
  • They have not always been old and feeble.
  • They are now someones beloved Grandmother or Grandfather.
  • They were once strong and vital as you are now.
  • 2.7 acp customer service

    1. 1. The Ada County Way: Customer Service ACP Academy Module 2.7 Customer Service The Ada County Way
    2. 2. Presentation Information <ul><li>Last revised 06/01/2011 </li></ul><ul><li>For more information contact Steve Cole @colemedic@hotmail.com </li></ul>
    3. 3. Objectives <ul><li>Identify the 4 customer groups </li></ul><ul><li>Discuss expectations in customer service at ACP. </li></ul><ul><li>Communications Skills </li></ul><ul><li>STAR-CARE </li></ul>
    4. 4. Mission Statement <ul><li>Our mission is to enhance the Health, well-being and quality of life of the people of Ada County. </li></ul>
    5. 5. Vision Statement <ul><li>We will focus on acute medical and trauma services and development of our skills to provide the best possible service in these essential areas of care. </li></ul><ul><li>We will continue to adapt to the ever-changing needs of the people we service , recognizing that educational public information and training programs will continue to be an integral part of our services. </li></ul>
    6. 6. Values <ul><li>Ada County EMS will achieve its mission through a philosophy, which values and supports: </li></ul><ul><ul><li>Quality and continuous improvements in patient care. </li></ul></ul><ul><ul><li>Professionalism, education and career development of our staff. </li></ul></ul><ul><ul><li>Responsible, efficient and effective use of our resources. </li></ul></ul><ul><ul><li>Respect for the contribution each staff member makes to the delivery of patient care. </li></ul></ul><ul><ul><li>Rights of patients, families, public, staff and allied professionals to be treated in a dignified, courteous, confidential, and respectful manner. </li></ul></ul><ul><ul><li>A strong commitment through service and education to the people and communities we serve . </li></ul></ul><ul><ul><li>Ongoing Quality Improvement and training programs to maintain the professional certifications and technical proficiency of our staff. </li></ul></ul>
    7. 7. Service Service Service!
    8. 8. What was your First Job?
    9. 9. Why do I have to know this stuff? <ul><li>Everybody is a Customer </li></ul><ul><li>Good Experience – They Tell 5 people </li></ul><ul><li>Bad Experience – 15 People </li></ul><ul><li>But they (hardly) NEVER TELL YOU! </li></ul><ul><li>EVEN IN A NO CHOICE ENVIRONMENT </li></ul><ul><li>(Q: Are we in a “no choice” environment?) </li></ul>
    10. 10. Customer Service <ul><li>cus·tom·er (k s t -m r) n. </li></ul><ul><ul><li>1. One that buys goods or services. </li></ul></ul><ul><ul><li>2. Informal An individual with whom one must deal: a tough customer. </li></ul></ul><ul><li>ser·vice (sûr v s) n. </li></ul><ul><ul><li>1. </li></ul></ul><ul><ul><ul><li>a. Employment in duties or work for another, as for a government: has been in the company's service for 15 years. </li></ul></ul></ul><ul><ul><ul><li>b. A government branch or department and its employees: the diplomatic service. </li></ul></ul></ul><ul><ul><li>2. </li></ul></ul><ul><ul><ul><li>a. The armed forces of a nation: joined the service right after college. </li></ul></ul></ul><ul><ul><ul><li>b. A branch of the armed forces of a nation. </li></ul></ul></ul><ul><ul><li>3. The performance of work or duties for a superior or as a servant: found the butler's service to be excellent. </li></ul></ul><ul><ul><li>4. Work done for others as an occupation or business: has done service for us as a consultant. </li></ul></ul>The American Heritage® Dictionary of the English Language, Fourth Edition copyright ©2000 by Houghton Mifflin Company . Updated in 2003. Published by Houghton Mifflin Company . All rights reserved.
    11. 11. Customer Service <ul><li>“ Customer service” is an organization's ability to supply their customers' wants and needs. </li></ul><ul><li>What is the difference between a “need” and a “want” </li></ul><ul><ul><li>Which is more important? </li></ul></ul><ul><ul><li>Which will get you in trouble for not meeting? </li></ul></ul>
    12. 12. Four Customer Groups <ul><li>Yourself </li></ul><ul><li>Co-workers and other medical professionals </li></ul><ul><li>Other agencies </li></ul><ul><li>OUR PATIENTS (and the Public) </li></ul>
    13. 13. Yourself? <ul><li>You have a responsibility to SEEK personal and professional growth </li></ul><ul><ul><li>ACP has no use for stagnant people or providers. </li></ul></ul><ul><ul><li>Fight the urge to “treat at the level of your graduation”. </li></ul></ul><ul><ul><li>Learn , Learn, Learn. Teach, Teach , Teach. </li></ul></ul><ul><li>You have a responsibility to SEEK job satisfaction. </li></ul><ul><ul><li>It will not be given to you </li></ul></ul><ul><ul><li>Bitterness is self destructive personally and professionally </li></ul></ul><ul><ul><li>Turn dissatisfaction into satisfaction, use it as MOTIVATION to change. See below. </li></ul></ul><ul><li>You have a responsibility to make a POSITIVE and LINGERING mark on ACP </li></ul><ul><ul><li>This will take years, so start now! </li></ul></ul>
    14. 14. Speaking of Your Attitude….
    15. 17. We chose to be apathetic. We chose to be burned out. We can also chose to have fun in almost any situation. THAT is the best antidote to burnout and apathy.
    16. 18. Co-Workers and Other Medical Professionals? <ul><li>Crews you relieve </li></ul><ul><li>Crews who relieve you </li></ul><ul><li>Supervisors </li></ul><ul><li>Students </li></ul><ul><ul><li>No “X” </li></ul></ul><ul><ul><li>Education, not observation </li></ul></ul><ul><li>Hospital Staff </li></ul><ul><li>Medical First Responders/QRU’s </li></ul>
    17. 19. Other Agencies? <ul><li>Fire Departments </li></ul><ul><li>Police Departments </li></ul><ul><li>EMA </li></ul><ul><li>Other EMS </li></ul><ul><li>Educational Institutions </li></ul><ul><li>Health Care Facilities </li></ul><ul><ul><li>Yes that includes nursing homes and assisted living facilities </li></ul></ul><ul><li>State EMS </li></ul>
    18. 20. The Patient and the Public? <ul><li>Patient </li></ul><ul><li>Family and friends </li></ul><ul><li>Bystanders </li></ul><ul><li>Contracting Agencies and Organizations </li></ul><ul><ul><li>BSU </li></ul></ul><ul><ul><li>Expo Idaho (W.I.F. and Les Bois) </li></ul></ul><ul><li>They want: </li></ul><ul><ul><li>Quick / safe / skillful / caring / effective / complete follow up </li></ul></ul>
    19. 21. Remember….. <ul><li>The butt you chew today is the one you may kiss tomorrow….. </li></ul><ul><li>The back you watch today is the one who will watch yours tomorrow </li></ul>
    20. 22. Ground Rules <ul><li>Our essential mission and number one priority is to deliver the best possible service to our customers </li></ul><ul><li>Always be nice--treat everyone with respect, kindness, patience, and consideration </li></ul><ul><li>Consider how you and what you are doing looks to others </li></ul><ul><li>Treat folks as you would want to be treated </li></ul><ul><li>- Alan Brunacini </li></ul><ul><li> Chief (Ret.) Pheonix F.D. </li></ul>
    21. 23. Food for thought <ul><li>Ever hear: </li></ul><ul><ul><li>“ He joined the Service”? (Meaning the military) </li></ul></ul><ul><ul><li>“ She is in the Fire Service”? </li></ul></ul>
    22. 24. Q: Why is the Emergency Medical Service never spoken of this way? (and what are you going to do to change this?) Our attitudes toward ourselves and others determine others attitudes to us. Do we view ourselves in SERVICE? Do others view us in SERVICE? Or… Do they view us as just another job….
    23. 25. Service Service Service!
    24. 26. Expectations and Perceptions
    25. 27. Expectations <ul><li>What are you expecting… </li></ul><ul><ul><li>About your duties </li></ul></ul><ul><ul><li>Your Partners </li></ul></ul><ul><ul><li>Your FTOs </li></ul></ul><ul><ul><li>About your employer </li></ul></ul><ul><ul><li>About the community you serve? </li></ul></ul>
    26. 28. Expectations <ul><li>What is expected of you by… </li></ul><ul><ul><li>Your employer? </li></ul></ul><ul><ul><li>The community? </li></ul></ul><ul><ul><li>Your partner? </li></ul></ul><ul><ul><li>Your FTOs? </li></ul></ul>
    27. 29. PERCEPTIONS: The First 7 Seconds <ul><li>- WHAT you say </li></ul><ul><li>- The WAY you say it </li></ul><ul><li>- What they SEE </li></ul><ul><li>Body Language </li></ul><ul><li>Appearance </li></ul><ul><li>Action </li></ul>7
    28. 30. PERCEPTIONS: <ul><li>Perception IS REALITY </li></ul><ul><li>It takes one “Ohhh S***” to ruin 10 “Atta-boys”. </li></ul><ul><li>Most people don’t sue or complain about “nice” people regardless of competence. </li></ul><ul><ul><li>Sometimes the most competent paramedics are the poorest “people persons”. </li></ul></ul><ul><ul><li>The public doesn’t care about your competence. They care that YOU CARE. </li></ul></ul><ul><li>Remember to CARE about your patient, their family, and others. </li></ul><ul><li>BE nice don’t just ACT nice. </li></ul>
    29. 31. PERCEPTIONS <ul><li>When you enter someone’s house – mind the cot and equipment! </li></ul><ul><li>Be respectful to kids and pets too! </li></ul><ul><li>Watch your boots. Are they Dirty? </li></ul><ul><li>If its closed, leave it closed. </li></ul><ul><li>Pick up your trash. </li></ul><ul><li>Treat their stuff like it was your stuff. </li></ul><ul><li>Explain in simple understandable terms what is going on. </li></ul><ul><li>Treat everyone like they are your mom. </li></ul><ul><li>How do you address the patient? </li></ul><ul><li>When you answer the phone – If you call a stations does it instill confidence? </li></ul><ul><li>When shifts change – Are you respectful of your co-workers? </li></ul><ul><li>Help carry the patient. Help get the cot. </li></ul>
    30. 32. Be an Ambassador!
    31. 33. What do WE expect… <ul><li>Regard everyone as a potential customer </li></ul><ul><li>Try to meet customers before they need you </li></ul><ul><li>Give the customer your name - be proud of your service. </li></ul><ul><li>Consider how you and what you are doing looks to others.. </li></ul><ul><ul><li>Smoking? </li></ul></ul><ul><li>Don’t give your bad day to the customer </li></ul><ul><ul><li>Give the customer your undivided attention - don’t act like delivering service is an inconvenience to you </li></ul></ul>
    32. 34. <ul><li>One of the greatest things about this job is the opportunity it provides for you to grow and learn. </li></ul><ul><li>The next time you are transporting a patient and traffic is stacked up on Eagle Road, ask them to tell you about their life. You’ll hear fascinating and inspiring stories of movie stars, circus clowns, secret service agents and ordinary working stiffs. I promise it will make you think about your life. </li></ul>
    33. 35. Everybody Makes Mistakes…
    34. 36. … But can you own up to it?
    35. 37. Communication Skills
    36. 38. Communication Skills <ul><li>Body language </li></ul><ul><li>Tone of voice </li></ul><ul><li>Choice of words </li></ul><ul><li>What is the Message? </li></ul>Delivery is everything ...
    37. 40. <ul><li>Easy to Create </li></ul><ul><li>Difficult to change </li></ul>Communication Skills
    38. 41. Communication Skills <ul><li>Define it </li></ul><ul><li>Who is involved </li></ul><ul><li>Results </li></ul>Team Work...
    39. 42. Communication Skills <ul><li>Problem Solving... </li></ul><ul><li>Who is responsible </li></ul><ul><li>Tips that help </li></ul><ul><ul><li>Talk to team members </li></ul></ul><ul><ul><li>Define expectations </li></ul></ul><ul><ul><li>Provide feedback </li></ul></ul>
    40. 43. Communication Skills <ul><li>Attitude... </li></ul><ul><li>It belongs to you </li></ul><ul><li>Morale - I am responsible for mine </li></ul>
    41. 44. <ul><li>“ Be kind, for everyone you meet is fighting a hard battle.”- Philo </li></ul>
    42. 45. What Are the Rules?
    43. 46. THE TWENTY COMMANDMENTS&quot; (TWICE AS MANY AS MOSES HAD!) <ul><li>I ) HONESTY FIRST, LAST AND ALWAYS </li></ul><ul><li>2) DO IT NOW </li></ul><ul><li>3) DO IT RIGHT THE FIRST TIME </li></ul><ul><li>4) ASK IF YOU DON'T KNOW </li></ul><ul><li>5) USE THE WINDOW OF OPPORTUNITY </li></ul><ul><li>6) YOU FIND IT, YOU OWN IT </li></ul><ul><li>7) DELEGATE WITH DISCRETION </li></ul><ul><li>8) DON'T TRUST ANYONE TO DO YOUR JOB FOR YOU </li></ul><ul><li>9) SEE IT YOURSELF </li></ul><ul><li>10) ASSUME NOTHING </li></ul><ul><li>11) BE COMPLETE: DOUBLE CHECK </li></ul><ul><li>12) DON'T COMPLAIN: FIX IT </li></ul><ul><li>13) ANTICIPATE DISASTERS </li></ul><ul><li>14) IF IT WOULD SOUND BAD IN TOMORROWS NEWSPAPER, DONT DO IT. </li></ul><ul><li>15) COMMUNICATE BEFORE, NOT AFTER </li></ul><ul><li>16) NEVER ARGUE WITH A FOOL (People may not know the difference.) </li></ul><ul><li>17) NO SURPRISES </li></ul><ul><li>18) WRITE IT DOWN </li></ul><ul><li>19) READ ABOUT IT </li></ul><ul><li>20) SLEEP COMES LAST </li></ul>
    44. 47. Special Populations
    45. 52. Aging is not a disease. It is a level of maturity that begins to evolve at birth and continues until death. There is no cure for it, new or old, any more than there is a cure for life itself.
    46. 53. The Graying of America -pertains to a doubling of our elderly population between 1990 And 2030. -Advances in medicine -decrease in nationwide birthrate since 1965 -aging Baby Boomers -1990: 3.4 million EMS responses annually (roughly 1/3) -occupied 90% of acute-care hospital beds, 60% of long-term Beds and used 30% of all pharmaceuticals
    47. 54. <ul><li>Key Truths about aging: </li></ul><ul><li>1.You don’t get to be 90 because you are stupid. </li></ul><ul><li>People in their 80’s and 90’s are survivors of the Great Depression, WWII and the Korean War. Many in their 60’s survived Vietnam, were pioneers in EMS. </li></ul><ul><li>2. Aging does not imply diminished happiness. </li></ul><ul><li>“ Grow old along with me! The best is yet to be, The last of life, for which the first was made.” </li></ul><ul><li>-Rabbi Ben Ezra </li></ul>
    48. 55. <ul><li>3. Aging does not have to mean perceptual impairment. </li></ul><ul><li>4. Perceptual impairment has nothing to do with intelligence. </li></ul><ul><li>5. Some elderly are not fun to care for. </li></ul><ul><li>Illness, loss of independence, chronic pain, loss of lifestyle and control </li></ul>
    49. 58. Remember…The Elderly have lived full lives we will never comprehend They may have touched many more lives than we will….
    50. 59. STAR-CARE <ul><li>S afe </li></ul><ul><li>T eam-based </li></ul><ul><li>A ttentive to Human needs </li></ul><ul><li>R espectful </li></ul><ul><li>C ustomer Attitude </li></ul><ul><li>A ppropriate </li></ul><ul><li>R easonable </li></ul><ul><li>E thical </li></ul><ul><li>(Used courtesy Thom Dick & Med-Trans) </li></ul>
    51. 60. S afe <ul><li>Were my actions safe – for my patient, me, my colleagues, other professionals, public and me? </li></ul>
    52. 61. T eam-based <ul><li>Were my actions taken with due regard for the opinions and feelings of my co-workers, including those from other agencies? </li></ul>
    53. 62. A ttentive to human needs <ul><li>Did I treat my patient as a person? Did I keep them warm? Did I tell them what to expect in advance? Did I treat their family and/or relatives with similar respect ? Did I care for their needs? </li></ul>
    54. 63. R espectful <ul><li>Did I act towards my patient, my colleagues, my teammates from other agencies, the hospital staff, and the public with the kind of respect that I would have wanted to receive myself? </li></ul>
    55. 64. C ustomer-accountable <ul><li>Did I serve them to the best of my abilities? </li></ul><ul><li>If I were face-to-face right now with my customer, could I look them in the eye and say, “ I did my very best for you.” ? </li></ul>
    56. 65. A ppropriate <ul><li>Were my actions appropriate — medically, professionally, legally, and practically considering the circumstances I faced? </li></ul>
    57. 66. R easonable <ul><li>Did my actions make sense? Would a reasonable colleague of my experience have acted similarly under the same circumstances? </li></ul>
    58. 67. E thical <ul><li>Were my actions fair and honest in every way? Are my answers to these questions? </li></ul>
    59. 68. <ul><li>“… We are committed to excellence internally and externally, not to doing &quot;just good enough&quot; to get by, or to damaging and destroying each other as we proceed through our work lives. </li></ul><ul><li>It is our positive commitment to quality service and to each other that has made us what we are today, and through constant assessment and change, will sustain us in the future. …” </li></ul><ul><li>- Wake County EMS </li></ul>
    60. 69. The 4 / 2 Rule <ul><li>What I do “ FOR ” a patient will ALWAYS be more important that what I did “ TO ” a patient – Thom Dick </li></ul>
    61. 70. This Business is about taking care of PEOPLE! Remember…