South Florida Hospital News
Sunday August 25, 2019

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May 2018 - Volume 14 - Issue 11




When It Comes to Patient Care, EVERYONE Owns It

Everybody has their preferences and I am no different. When it comes to air travel, I live equal distance between the Miami and Fort Lauderdale airports. FLL is my preference. Smaller and easier for me to get in and out of.

I also prefer direct flights. So when booking, I balance the two. Recently I had to fly up north and since Miami International offers the non-stop, that is where I booked my flight (of course knowing that I would have to navigate the equivalent of a small city to get to my gate).
Regardless, I arrived about two hours early, parked on the 5th floor of the Dolphin Garage and after walking about ½ mile, found myself in the baggage claim area.
Unfortunately, there was limited signage for the way up to the TSA Pre-Check area. The one sign I did see was ‘Customer Assistance Baggage’. ‘Surely they will know which direction to point me in,’ I thought to myself. I walked up to the young lady behind the counter and before I could even ask, she asked, “What is your baggage issue?” I replied, “I don’t have one.” To which she replied, “Customer Service is upstairs in ticketing … ”
At the end of the day, it wasn’t really her fault, this is how she had been trained. Even the sign was all wrong. Image how a simple slash could have changed the paradigm and maybe her perspective: Customer Assistance/Baggage. This example immediately got me thinking of how we approach patients and their families. Your team should greet everyone they encounter with a friendly smile, warm greeting and open ended questions like, “How may I help you?” You don’t want your team unknowingly giving a bad impression or your organization. When it comes to patient care, meeting ALL needs is EVERYBODY’S job.

Jay Juffre is Executive Vice President, ImageFIRST. For more information on ImageFIRST, call 1-800-932-7472 or visit

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