“Moments of Truth” in Stroke Rehab
Moments of Truth” was a phrase coined by Jan Calzon, a former Scandinavian SAS Airlines Chief Executive which he used to describe critical moments when SAS Airlines staff were dealing directly with customers.
He strongly believed that his staffs’ actions in these moments had a significant and lasting effect on the customers’ perceptions of the company. Perceptions that had the potential to make or break the company’s relationship with either potential or existing customers.
This impact is especially important in the case of a service provider since they are selling a service \{which by its very nature intangible\} plus that SAS’s sales message was designed to create an expectation of a superior level of customer service
These moments included such instances as –
A customer[s’ experience on the phone to a reservation booking staff.
A customer service level at check- in and in-flight staff.
These interactions resulted in either loss of business \{negative experience\} or an ongoing relationship with that customer [positive experience].
How does this concept relate to Stroke Rehab?
As a stroke survivor, I feel the awareness of this concept \{i.e., the identification of Moments of Truth\} can further assist both the clinician and survivor in the rehab journey.
Surely the clinical objective of any interaction between clinician/survivor must be to have the survivor attain the maximum level of recovery.
Therefore, the identification of these ‘Moments’ can help what is often a difficult journey and importantly strengthen the all-important rapport between the clinician and stroke survivor.
For example, such ‘moments of truth’ could include –
- the very first time that the Stroke Survivor visits the Rehab Gym- a critical moment- many of us have never been in a gym of this nature, and just having sustained a stroke, so it is imperative that rather than “diving in at the deep end” the clinician should explain the set up/layout, the activity carried out here and the role of the physio. The clinical equivalent of a workplace induction.
By realising and capitalising on this key moment, it should allay some of the concerns of the survivor/family/siblings and have a positive impact on the patient’s all-important level of motivation.
Other “Moments” could be-
Meeting the survivor’s family for the first time
Regular reviews of progress with the survivor and their family.
Celebration of achievement of rehab goals.
My” Moment of Truth”.
My moment of truth occurred one afternoon in the Rehab Gym at Bankstown Hospital after a particularly arduous session on the dreaded Tilt Machine and Treadmill, when my amazing physio said to me
” You are not going to dance out of here nor will you run out, BUT you will, if you keep doing what we want you to do, you will walk out of here”.
Those words resonated with me, then and now – some 6 years later!! A REAL Moment of Truth!
What does it all mean?
Well, the next time you are with a Stroke Survivor, recognise these Moments, capitalise on them for both your benefit as a clinician and for the survivor’s betterment also.
I am not a stroke clinician, but I have witnessed how powerful this process is in the corporate world, so why not try it in your daily rehab activities.
It just might help you and your stroke survivor. It helped me!!
Further information on Jan Calzon and the “Moments of Truth’ Concept is available on the link https://en.wikipedia.org/wiki/Moment_of_truth_(marketing)
Brian A Beh - A Stroke Survivor.