SP teams require tools and support to help them provide exemplary service in the face of demanding and challenging situations . The tools — knowledge , empathy , adaptability , communication and trustworthiness — may seem simple to attain , but they take effort and practice .” in such situations helps SP professionals navigate a request more calmly and efficiently .
Adaptability : Nearly every job description in the SPD either requires flexibility and an ability to adapt to various pressures and challenging circumstances . The ability and , more importantly , the willingness of SP professionals to shift , adapt and learn new ways of working with customers is necessary in today ’ s fast-paced , high-pressure environment . Each SP customer is different and has a variety of needs , so SP professionals must be prepared to adjust their approach with each interaction .
Communication : Communicating clearly and precisely is crucial for every customer interaction . Avoid approaching a service opportunity with the mindset that the request is an interruption or inconvenience , and work at bringing a solution to a problem . Explain the available options and maintain a pleasant , helpful tone . Equally important is following up with the customer to confirm that the service provided met their need . If not , openly discuss what would have been a better alternative .
Trustworthiness : Being a solutions provider for customers must be a top priority for all SP professionals . They will not always have an immediate answer to every situation , but they should commit to seeking answers in the name of service excellence , knowledge growth and professionalism . Showing consistent initiative to find the best solutions to problems in a timely manner builds interdisciplinary trust and more powerful relationships .
SP professionals ’ willingness to continually improve their support for co-workers and external customers helps build a stronger , more unified team that stays focused on best practices and service excellence . Providing the very best service not only helps create more satisfied SP professionals but also fosters greater satisfaction from healthcare customers , while promoting the highest level of care for patients — the most important customer of all .
Tony Thurmond , CRCST , CIS , CHL , FCS , serves as central service manager for Dayton Children ’ s Hospital . He is an HSPA Past-President who currently serves as a director on the Healthcare Sterile Processing Association ( HSPA )’ s board of directors .
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