Patient Perception is Reality.

(This is part III. Click here for part II. Click here for part I.)

The late great Peter Drucker surmised that the purpose of any business is to create and keep a client.  Mr. Drucker challenged organizations to ask and answer:

  1. What is my business?
  2. Who is my client?
  3. What does my client consider value?

If you are in the health care business, your clients are your patients, their families, and visitors.  If you do a substandard job, the word will spread quickly.  If you do a fantastic job, the word will also spread (I have probably told the story of Three Rivers Endoscopy’s waiting room with the aviary and the complimentary stationary to 25 people).

The idea of going to see a doctor is a traumatic experience for many people.  Most of us simply want to be treated with respect and we want to have confidence that we are in good hands.

We are looking closely at how clean your facility is and how the equipment in your facility appears.   Are the tools of your trade modern or do they look “tired?”

Impressions matter.  The more professional you are; the more confidence we have in your ability to provide us with care that heals.

If you want to ensure that the perception your patients and families have about your organization is positive; simply ask.  Ask both us and yourself, “What are we doing right?"  "Where can we improve?”  The next step is to take the feedback and put it to good use. 


This article was written by William P. Summers
Mr. Summers first learned about hygiene and the dangers of cross contamination as a cook in the US Army. He spent several years as a facility hygiene consultant and has advised hospitals in Europe and Asia on American hygiene techniques.