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Aligning with the needs of your customers, providing excellent levels of care or service needn’t be expensive but it does take the recognition that people are more than account numbers or symptoms
When we look and talk and think about aligning with customer needs the perception can be that change equals expense; that focus groups and surveys and changing patterns of behaviour or redesigning products will cost the organisation dear. So it is refreshing to come across one campaign which is having a huge impact and yet is simplicity itself.
When Dr Kate Granger was being treated for cancer she constantly came across hospital staff who never introduced themselves when they were treating her, thereby making her not only feel lonely but also “like just a diseased body and not a real person”. To counter this Dr Granger started a Twitter campaign encouraging healthcare staff to go back to basics and start to build a relationship with patients by introducing themselves. Her ‘Hello my name is…’ campaign has taken off and now has the support of more than 400,000 healthcare staff across the UK. Not only that, responding to the campaign health trusts are now actively working to share ideas for further boosting compassionate care.
Speaking on the BBC Dr Granger, whose cancer is incurable, said “I really hope my legacy will be putting compassionate practice right at the heart of healthcare.” It’s a message which could easily be taken out into other areas of life. Aligning with the needs of your customers, providing excellent levels of care or service needn’t be expensive but it does take the recognition that people are more than account numbers or symptoms.