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Where's the Civility in Healthcare? New White Paper from The Beryl Institute Explores Why Character Counts in Healthcare
Date:2/24/2009

DALLAS, Feb. 24 /PRNewswire/ -- Hospitals need a "civility initiative." According to a new white paper from The Beryl Institute, hospitals need to go beyond traditional customer service programs and evaluate how people within the organization relate to others. The white paper, "Character Counts: Integrating Civility into the Healthcare Culture," was written by Chuck Lauer, former publisher of Modern Healthcare and frequent author and speaker. The paper can be downloaded free from http://www.TheBerylInstitute.net.

According to a report in the New England Journal of Medicine, patients in many U.S. hospitals are not satisfied with their care. Poor service leads consumers to switch providers and results in reluctance to recommend their healthcare providers to friends and family, a loss that healthcare providers cannot afford. The Beryl Institute's white paper examines the prevailing climate of rude behavior in society at large and offers solutions to healthcare providers seeking to provide consumers with outstanding healthcare experiences.

"The wonderful thing about civility in healthcare is that it builds an almost contagious sense of character and self-respect," writes Lauer. "There is much healthcare professionals do to create a healthcare system alive with civility, respect, deference and goodwill."

In the white paper, Lauer elaborates on these five secrets for bringing civility to healthcare:

     1. Pay attention, focus and listen.
     2. Greet and acknowledge. Be gracious.
     3. Include others in every conversation.
     4. Speak with kindness, free from ridicule and gossip.
     5. Respect others' time, space and foibles.

To illustrate the application and importance of organizational character, the paper includes 11 examples of organizations exemplifying civility. "Wouldn't it be nice if o
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SOURCE The Beryl Institute
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