Post by account_disabled on Apr 30, 2024 1:44:35 GMT -5
Before I was the client service loving magnifico and ridiculously fantastical chief client officer around these parts (too much?), many of you may know I spent a brief period of time in medical school. Call it a young life crisis. Call it a result of my often all-consuming desire to learn as much as I can (and what happens when you read too many pubmed articles). Or maybe a type of self-help as a result of a long recovery from an illness. Anyway, I went to medical school and then realized, “What the heeeeeck am I doing. I don’t want to be a doctor?!?” And I realized. out of all the dumb ideas I had, and acted on impulsively in my life…that was among the dumbest (not to mention most expensive). But the reason I’m telling you this story is not to explain my existential young life crisis, but because—even though I didn’t become a doctor—I walked away with many important learnings. One is the value of a SOAP note. What is a SOAP Note? A SOAP note is a method used by many types of health care providers to document—in a consistent way—notes about a patient’s visit for their chart. The SOAP not only provides the provider a comprehensive way to evaluate the issue the patient presents with at the current visit, but also a historical record, and a way to communicate clearly among other healthcare providers.
Obviously, all of this helps provide the best solutions for the patient and the best care possible. SOAP is an acronym for Subjective, Objective, Assessment, Plan. So why do you care about SOAP notes? Because they are also an amazing tool for client service. A great way to ensure you have a clear vision for the client’s needs and communicate that with the rest of your team, or other client partners. Client Service Timeshare Owners Email List SOAP Note: Subjective So let’s break it down and take a look at how each section applies to client service. The subjective section includes the information and self-observations your patient (or in our case, client) share. These could be done verbally, through email, through chat, or however else you communicate with your clients (most likely that means allllllll the ways: Text, Zoom, Skype, Slack, Google chat, Facebook, Snapchat….I could go on). This section is subjective because you can’t measure it. It’s observational and, at times, emotional.
Now you will want to try to put some sort of measurement around it, but that takes place in the objective section. Your goal for the subjective section is to be able to get as comprehensive of a report from the client as possible. This means you need to listen. REALLY listen. Don’t come in with preconceived notions or ideas. Don’t come in with opinions. Listen openly to what the client says. You can form your opinions later. In the medical profession, they use the mnemonic “OLDCHARTS” to do this. OLDCHARTS Each letter stands for a line of questioning to consider when documenting observations and feedback: Onset: When did the problem or need first begin? Location: Where? Isolate the origination of the problem or desire if possible. Character: The type of problem or goal (complaints, sales, growth, internal….) Alleviating factors: Has anything reduced the issue (if it’s a problem), improved the issue (if it’s a goal.