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In this episode, Sue welcomes Teresa Feidt, a healthcare executive and Capstone coach, about patient experience and service cultures in healthcare. They discuss the importance of creating a positive service culture in healthcare organizations and share examples of exceptional service experiences. Teresa emphasizes the need for employee-driven teams, behavioral standards, and accountability in improving patient experience. They also discuss the role of service recovery and the importance of building relationships and trust within the organization. Overall, the conversation highlights the connection between employee experience and patient experience in creating a culture of excellence in healthcare.

Episode Insights and Takeaways

• Employee-driven teams, behavioral standards, and accountability are key elements in building a service culture.
• Service recovery plays a vital role in addressing and resolving issues when things go wrong.
• Building relationships and trust within the organization is essential for improving both employee and patient experience.
• Recognizing and appreciating employees for their efforts and providing continuous feedback are important in maintaining a positive service culture.
• Listening to patients and going above and beyond to meet their needs can create exceptional service experiences.

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