While every team and team member at the facility are key, critical personnel in the whole experience a customer/patient, the nursing team specifically tends to be the group most in the position of the ‘home team’ which is the closest, most centric player around the customer. Unfortunately, there are often turf wars between this home team and the other related ‘away’ teams (dietary, housekeeping, maintenance, etc) responsible for the ‘whole customer experience’. These are needless, especially when the entire facility understands that ALL the various groups are a combined team which share the success or failure of providing customer service excellence as a whole. Here are some thoughts to consider regarding your ‘home team’!
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