We talk today and I encourage the re-telling of every detail. I know this helps. I focus on 'her' now, her friends, her family, her life. I congratulate her on the courage she showed these last years and remind her to have the same strength to face her own grief, understand it, digest it, then move on. We both have lumps in our throat as we say good bye.
The automatic next call requires me to assume my "Tom Bodette Motel 6" persona telling of the experience of sigmoidoscopy. I know this approach moves the caller in an inevitable way toward the acceptance of these facts now more understandable less fearful. " We'll keep a light on for ya" With a chuckle and a thanks we end the call.
People heal people, not policy, not call processing, not statistics, not production and certainly not call centers. These ideas come from people afraid to look at the process. They focus on numbers Say good by to the advice service you used to know. These calls ruined my stats. And stats make my competency determination. Am I competent? Did these patients feel I was competent? These calls ruined my stats but they made my day. They made me feel human and I still have the courage to be human.
How is service improvement answering the issue that people treated like machines behave like machines. If your husband dies and you want to reach out to a friend in health care----someone you know------press six--------your grief will be processed by the next available android.