Understand the importance of customer service and implement at least one new idea within your department to improve customer service.

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5 Understand the importance of customer service and implement at least one new idea within your department to improve customer service. Utilize concepts presented to become a more effective communicator with clients/patients, physicians, or others in the healthcare setting. Better understand the mindfulness approach and use it to effectively manage stress and to live more fully.

6 What Counts?

7 Not everything that can be counted counts. Not everything that counts can be counted. ~William Bruce Cameron

8 Customer service is often seen as an activity, performance measurement and a philosophy. Source: Accessed

9 Customer Service is the commitment to providing value added services to external and internal customers, including attitude, knowledge, technical support and quality of service in a timely manner.

10 Internal vs. External Customers Is one more important than the other? When you wear your hospital s ID badge, EVERYBODY you meet or even see can be a potential customer!

11 Patients Patients Families, Friends, & Caregivers Colleagues, Internal Team Visitors, Vendors, etc

12 Does it matter?

13 The million dollar question: How do we get our customers to come back to our hospital and choose us again, and again Answer: A caring and knowledgeable staff, with great communication. Source:

14 Knock before entering a patient room and ask for permission to enter. Confirm Name and Date of Birth (2 Patient Identifiers) Introduce yourself and state the purpose of your visit. Always Greet your customer with sincerity and a Smile.

15 Maintain Eye Contact and a Smile throughout visit Truly Listen ~ not only to the words but how they are said, read body language Go the Extra Step ~ What else can you provide them? Is there anything else I can do for you? What questions do you have for me?

16 How does your hospital view your team? Positive or Negative Dramatic or Calm Sense of Urgency Supportive High Turn Over

17 Positive Supportive Upbeat Optimistic Thinking Excellent Communication Lead by Example Treat EVERYONE with Dignity and Respect

18 We are the First Choice above all others. Our Customers are Raving! Meet and Exceed Customer Expectations! Positive Attitudes 100% of the time! Treating EVERYONE with Dignity and Respect!

19 If you don t feel it act it and look it. What are the most important things you wear? Customer / Patient Satisfaction Scores are High! Management Team Leads by Example - Inspires Team Members - Recognizes and Praises Team - Sets Clear Standards - Holds Team Accountable to Standards 100% of the time.

20 Do you know what you are communicating?

21 Communication can be thought of as the patient s level of belief that the staff included him/her as an equal participant in his/her recovery and that the staff cared about the patient as a person. Source:

22 80% of complaints received by an organization are likely to have poor communication as their root cause, either with the customer or within the organization itself. Source: customerservicemanager.com

23 Professional and Personal Success Patient Safety and Patient Care Clear and Concise Message Where there is no understanding there is no communication.

24 Co-Workers Interdisciplinary Team Boss Administrators Patients Patient Family Members & Caregivers Customers

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26 WORDS BODY LANGUAGE (eye contact, smile, posture, hands) LISTEN TONE OF VOICE Are you paying attention to yours? ATTITUDE determines 90% of success in life

27 Inpatient or Outpatient How are we communicating? What is it that we want to communicate? How do we view the patient? Listening why it s important to the intervention

28 Do dietitians know how much to communicate? How do we communicate most effectively to achieve goals with our teams and patients?

29 I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. ~Maya Angelou

30 Angela Lamberson, MS, RD, LDN, CDE

31 Being present in each moment Paying attention on purpose Paying attention, in the present moment, with full awareness & without judgment

32 The secret of health for both mind and body is not to mourn for the past, nor to worry about the future, but to live the present moment wisely and earnestly. -Buddah Reflecting on the past too much brings regret. Excessive thinking about the future can bring worry & anxiety. But the present is where we fulfill our aspirations. -Sakyong Mipham in Running with the Mind of Meditation Life is found only in the present moment. -Thich Nhaht Hanh

33 Non-judging Patience Beginner s Mind Trust Non-Striving Acceptance Letting Go

34 Mindfulness Can Enhance: Learning Memory Self-awareness Emotional balance & well-being Creativity Relaxation Insight Quality of Life Health Relationships Decision-Making Skills Work Satisfaction Productivity Communication

35 Notice life more & appreciate it more Be alive & present no matter what Human being instead of Human doing Be in control of situations instead of them controlling you Manage and reduce stress

36 Chronic Pain Psoriasis Type 2 Diabetes Fibromyalgia Rheumatoid Arthritis Lower Back Pain ADHD Inflammation Sleep Disturbance Immunity Cancer HIV Smoking Cessation Eating Disorders Substance Abuse HTN

37 Almost every illness can be caused or worsened by stress Recognizing signs Responding vs. Reacting

38 Trigger Stress Reactivity Mind Storms Feeling Storms Reactive Harmful Behaviors =Harmful Consequences

39 Aware & Present w/trigger Aware & Present w/onset of Reactivity Activate Calm & Clear, Insightful Thinking Wise, Compassionate Responding =Beneficial Consequences

40 Inevitable, necessary & useful Creative solutions & a deeper connection Hurting people hurt people Don t personalize Don t be a doormat Take a time out if needed Pay attention; open your heart & listen Slow down; pause before speaking Stay present; breathe and relax

41 An effective way to be in the present moment Deepening and slowing it calms the mind & enhances clear thinking Excellent starting point for many forms of meditation Always with us Connects us with reality

42 A Mindfulness Exercise

43 Before entering a patient s room or a meeting Washing dishes, eating, pumping gas, standing in line Commuting to work or eating a meal Walking Listening: Eye contact Attentively & respectfully People will remember!

44 Mindfulness is changing the way you see what is already there It is about seeing every challenge as an opportunity for growth & excitement You can t change the external events in your life but you can change the way you view & react to them You already have what it takes to live mindfully You can always begin again with the very next breath!

45 Full Catastrophe Living, by Jon Kabat-Zinn. New York: Delacorte Press, Running with the Mind of Meditation: Lessons for Training Body and Mind, by Sakyond Mipham. New York: Harmony Books, 2012 Teaching Meditation to Children, by David Fontana & Ingrid Slack. London: Watkins Publishing, Mindfulness- Based Stress Reduction Program, Duke Integrative Medicine.

46 Brown, K.W., Davis, J.M., Fleming, M.F., Bonus, K.A., & Baker, T.B. (2007). A pilot study on mindfulness based stress reduction for smokers. BMC Complementary and Alternative Medicine, 7:2. Carlson, L.E., Speca, M., Faris, P., & Patel, K. (2007). One year pre-post intervention follow-up of pyschological, immune, endocrine and blood pressure outcomes of mindfulness-based stress reduction in breast and cancer patients. Brain, Behavior & Immunity, 21(8), Davidson, R.J., Kabat-Zinn, J., Schumacher, J., Rosenkrantz, M., Muller, D., & Santorelli, S.F. (2003). Alterations in brain and immune function produced by mindfulness meditation. Psychosomatic Medicine, 65, Kristeller, J.L, Baer, R.A., & Quillian-Wolever, R. (2006). Mindfulness-based approaches to eating disorders. In: R.A. Baer (Ed.), Mindfulness-Based Treatment Approaches: A Clinician s Guide to Evidence Base and Applications (75-91) Ludwig, D.S & Kabat-Zinn, J. (2008). Mindfulness in medicine. Journal of the American Medical Association, 300, Shigaki, C.L., Glass, B., & Schopp, L.H. (2006). Mindfulness-based stress reduction in medical settings. Journal of Clinical Psychology in Medical Settings, 13, Winbush, N.Y., Gross, C.R., & Kreitzer, M.J. (2007). The effects of mindfulness-based stress reduction on sleep disturbances: A systematic review. Explore (NY), 3,

47 Mindfully review your department s current culture. Present the idea of Customer Service to the Clinical Nutrition Team. Identify what you can do to instill customer service in your team. Know where you are and where you are headed. Take one lesson from this presentation and implement in one month.

48 Never underestimate the power of your actions. With one small gesture you can change a person s life.. For better or for worse! ~Unknown

49 Michelle Hoppman, RD, LRD, CDE Director, Nutrition Division Executive Success Coach, DM&A (716) Angie Lamberson, MS, RD, LDN, CDE John Lamberson, MS, RD, LDN, CDE Co-Owners Nutrition Pair, LLC (252) 335-WELL (9355)