Liaison Goggles

Not everyone in our organizations are aware that we have super-powered Liaison-goggles. These goggles help us see our organization from the customer’s perspective (Patient, Provider and Provider Office Staff).

We painfully know our customers are tired – and frankly don’t care – about our staffing and budget issues or whatever excuse we feed them. Much like we don’t care if someone called-off sick at Starbucks or Dunkin’ Donuts – we just want our coffee – hot and pronto!

How can we share our super-powered goggles internally to get better buy-in, understanding and honestly a sense of urgency to take action? Easy!

The old adage “A picture paints a thousand words” is so relevant and true! It’s so basic that it’s overlooked. Together with our internal colleagues, we need to stop long enough to literally draw a picture of our customer’s processes from the customer’s view. In the LEAN world, we call that picture a value stream map.

Drawing the map together – step-by-step – is how the goggles start working on everyone else! When each person can clearly see the opportunities that exist to make it SO MUCH easier for our customers, we get real buy-in and the improvement process starts. This ultimately leads to strategic growth, patient satisfaction, physician satisfaction and retention! BAM!

Check out my fancy pair of goggles on this Friday From the Field.

Clear vision,
Tammy Tiller-Hewitt