To have high customer satisfaction in health care, we must be both helpful and healthful to achieve positive outcomes. Helpful is easily understood. Healthful brings in the additional factors of ethical, legal, moral, and human aspects, which effect outcomes. Sometimes front-line staffs are powerless targets on whom Veterans dump all their frustrations. CARE is the tool, which will empower employees to take control of their own communication process.
CARE is a cue word.
CARE is attitude. CARE Express has four cars which couple together as the framework for effective and compassionate communication. Each step in the process, each car in the train, relates to one or more of the Customer Service Standards. Voice tone is often more powerful than the words spoken. Delays happen but if the Veteran is informed this shows respect, provides accurate information and offers them some options.