Carol Black is very happy with the hip replacement surgery she underwent at Boulcott Hospital recently.
Everything was highly professional, the rooms, technology and equipment were state of the art, and the surgeon was very competent, informative and reassuring. But of course she would have expected this from any leading private hospital.
However, what surprised Carol was the rest of her experience at Boulcott. Expecting to feel a little scared and possibly even lonely – this was a big event for her, she was instead rather amazed at how things went.
It started from the initial appointment arranged through her GP, right through to her discharge and follow up call. Each step of the way she was not only kept totally informed, but every little thing seemed taken care of without her needing to ask. Indeed, in her words she was “treated more like a guest in a hotel than a patient in a hospital”.
This is the heart of the Boulcott brand and in the end; every brand is the sum of the experiences of those who come into contact with it. In other words, the organisation is the brand.
We have recently reviewed the overall expression of the Boulcott brand. You’ll notice we’ve redesigned the logo, promotional material and website to ensure that they truly reflect the Boulcott experience.
This work was based on research and analysis undertaken to identify the strengths behind Boulcott’s successful growth into a leading, contemporary private hospital with a record for extremely high patient satisfaction.
We consistently found that a key imperative for the people at Boulcott is to achieve the highest possible level of patient care and attention to detail. They understand what is important to the patient. Processes and procedures are always reviewed from the patient’s perspective. They really do set out to make a difference through the things that matter.
And to them everything matters; preparation and information matter, reception matters, flowers matter, ‘hello’ matters, meals matter, how relatives are treated matters, and the list goes on. For the team at Boulcott it’s all part of a philosophy that values those in their care, treating them as ‘customers’ not just patients.
Carol Black has already told her sister, two daughters, three neighbours and Jenny at the Woolworths checkout about her experience at Boulcott Hospital.
And so the Boulcott brand continues to grow.