I’ve spent a lot of time recently in the company of nurses, physiotherapists, doctors and other NHS (national health service) professionals. They are in the business of service delivery. Their customers are very demanding (if our own health or that of a loved one is in question we won’t always be reasonable in what we want). They are passionate about the quality of the work they deliver.
In my experience the professionals in the NHS mostly produce the right results at the right time. So, on the 70th birthday of the NHS here are 7 points we can take away from what health care staff do well day after day:
Saying clearly what needs to happen next and asking for cooperation to bring it about.
Knowing when to say ‘no’, because a different action will produce a better result.
It helps everyone to know what kind of result the person receiving the service is looking for, then it becomes easier to tailor work to achieve that outcome (and care about the progress towards that goal)
Keeping in touch with the boundaries involved and going to find help when we are out of our depth (without thinking too much about how it will make us look).
We all achieve better results when we are thinking and acting in others’ interests, without ego getting in the way.
Believing that colleagues and the other people in our network can achieve great results in unfamiliar areas.
Remembering to say ‘thank you’ for the service you receive that helps you achieve more and feel better.
What Do You Think Good Service Looks Like?
These are my ideas about the basics behind the delivery of great services. If you have experienced impressive service who was responsible for providing it? What did they do to make things go well? How did you let them know you were pleased?
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All the best