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Executive Q&A with Allison Guste, AVP of Clinical and Operational Excellence at LCMC Health

Not every experience is perfect. Service failures are inevitable, and even the best-run organizations will sometimes let their customers down. But good service recovery pays off: it helps prevent loss and increase loyalty.

In this Executive Q&A, you’ll hear from Allison Guste, AVP of Clinical and Operational Excellence at LCMC Health, how they’re growing loyalty at their organization not only through customized experience, but also through service recovery.

1. How has Real-time been helpful for service recovery?

NRC Health’s Real-time platform has enabled LCMC Health to get even those patients back into the organization who left with unhappy feelings or weren’t completely satisfied. In enacting those alerts, either manually or automatically through the platform, our staff has the opportunity to reach out to those patients, maybe problem-solve an issue that they had, and really increase loyalty by showing consumers that LCMC Health is truly listening to their concerns and helping resolve them.

The platform has helped us set up an array of alerts to specific staff, whom we’ve trained to answer the alerts and perform service recovery. It’s usually our directors, managers, and charge nurses in each area—they know exactly how to reach out to patients, problem-solve, get their needs met, and ensure each patient comes back to the organization for continued care.

We’re really trying to change the narrative around how we look at service recovery. We want to make sure that everyone who interacts with our patients and family members also interacts with each other on a day-to-day basis, and that we keep looking for new opportunities to do it better so we can drive greater loyalty.

2. How have service alerts and open-ended comments allowed for a boost in morale at LCMC Health?

Service alerts and open-ended comments have been the most helpful overall. The open-ended comments not only give LCMC Health service-alert information, but they also provide positive feedback to staff that they wouldn’t have gotten before. Nurses and physicians really love to hear that positive feedback—after all, they’re data-driven individuals. Most of them enter the profession of medicine because in their hearts, they really want to help, and if they don’t feel like they’re helping on a daily basis, they aren’t able to do their job as well. Why are they here? Why are they helping the patient? Knowing that, we as leaders always bring those comments back to them to really get those “why” questions answered.

3. How are you sharing these positive comments to increase engagement?

The NRC Health platform has allowed LCMC Health to share the positive and rich comments that families are leaving about their experiences with us. Leadership brings back the comments and shares them with staff, and when staff members see that they’re being recognized by a patient or family member, it makes them feel better about what they do. Some of our hospitals even post these comments in public places so the nurses can view them after they’ve had a tough day or a tough experience with a patient. Overall, it boosts staff morale as well as department morale. We have more engaged nurses; more engaged nurses equals happier patients; and happier patients equals better outcomes for all of us.

How is your organization sharing positive feedback from patients and families? How are you using NRC Health’s Real-time to drive service recovery? We want to hear about it! Contact us at mcharko@nrchealth.com to schedule your interview today.