Entertainment News

‘The Handmaid’s Tale’, ‘Big Little Lies’ sweep the Emmy awards with five wins each

Aziz Ansari shared the award for Outstanding Writing for a Comedy Series for the episode ‘Thanksgiving’ in ‘Master of None’.

Aziz Ansari and Lena Waithe won the Emmy Award for Outstanding Writing for a Comedy Series for the episode Thanksgiving in the Netflix series Master of None. The Emmys took place on Sunday night at the Microsoft Theater in Los Angeles, California. Comedian and TV personality Stephen Colbert was the host.

Waithe is the first black woman to have been nominated in the category, and thus became the first black woman to win an Emmy Award for writing a comedy series. She thanked the LGBT family in her speech: “I see each and every one of you. The things that make us different, those are our superpowers. Every day when you walk out the door, put on your imaginary cape and go out there and conquer the world. Because the world would not be as beautiful as it is without us in it.” She ended her speech by thanking all for embracing “a little Indian boy from South Carolina [Ansari] and a queer black girl from the south side of Chicago”.

The Hulu series The Handmaid’s Tale, based on the Margaret Atwood novel, and the HBO series Big Little Lies won five Emmys each. The Handmaid’s Tale won awards for Best Drama, Best Actress – Drama (Elisabeth Moss) and Best Supporting Actress – Drama (Ann Dowd) among others. Big Little Lies won the Best Limited Series and Best Actress – Limited Series or TV Movie (Nicole Kidman) awards.

Atwood received a standing ovation when she got on stage to join the cast and crew. The 10-episode series is based on Atwood’s 1985 dystopian novel which deals with a future in which women are considered wombs by a totalitarian government.

Donald Glover won two Emmys: for acting and directing awards for the comedy series Atlanta (FX). He is the first black actor to win in the directing category. “I want to thank Trump for making black people number one on the most oppressed list,” Glover joked in his acceptance speech. “He’s the reason I’m probably up here.”

Netflix’s Stranger Things and HBO’s Westworld failed to win any awards despite having five and seven nominations respectively. Another fan favourite, The Crown (Netflix), won just a single award (John Lithgow for Best Supporting Actor – Drama) from among five nominations.

HBO’s Last Week Tonight with John Oliver and NBC’s Saturday Night Live won the Best Variety Talk Series award and Best Variety Sketch Series award respectively. Alec Baldwin’s Donald Trump impersonations paid off as he walked away with the Best Supporting Actor – Comedy award.

Play
Alec Baldwin's backstage speech.

Riz Ahmed won the Outstanding Lead Actor in a Limited Series or Movie award for the acclaimed series The Night Of, beating Benedict Cumberbatch, Robert De Niro, Ewan McGregor, Geoffrey Rush, and John Turturro. In his acceptance speech, the British Pakistani actor said, “I want to say it is always strange reaping the rewards of a story based on real-world suffering, but if this show has shown a light on some of the prejudice in our societies, some of the injustice in our justice system, then maybe that is something.”

We welcome your comments at letters@scroll.in.
Sponsored Content BY 

Putting the patient first - insights for hospitals to meet customer service expectations

These emerging solutions are a fine balance between technology and the human touch.

As customers become more vocal and assertive of their needs, their expectations are changing across industries. Consequently, customer service has gone from being a hygiene factor to actively influencing the customer’s choice of product or service. This trend is also being seen in the healthcare segment. Today good healthcare service is no longer defined by just qualified doctors and the quality of medical treatment offered. The overall ambience, convenience, hospitality and the warmth and friendliness of staff is becoming a crucial way for hospitals to differentiate themselves.

A study by the Deloitte Centre for Health Solutions in fact indicates that good patient experience is also excellent from a profitability point of view. The study, conducted in the US, analyzed the impact of hospital ratings by patients on overall margins and return on assets. It revealed that hospitals with high patient-reported experience scores have higher profitability. For instance, hospitals with ‘excellent’ consumer assessment scores between 2008 and 2014 had a net margin of 4.7 percent, on average, as compared to just 1.8 percent for hospitals with ‘low’ scores.

This clearly indicates that good customer service in hospitals boosts loyalty and goodwill as well as financial performance. Many healthcare service providers are thus putting their efforts behind: understanding constantly evolving customer expectations, solving long-standing problems in hospital management (such as long check-out times) and proactively offering a better experience by leveraging technology and human interface.

The evolving patient

Healthcare service customers, who comprise both the patient and his or her family and friends, are more exposed today to high standards of service across industries. As a result, hospitals are putting patient care right on top of their priorities. An example of this in action can be seen in the Sir Ganga Ram Hospital. In July 2015, the hospital launched a ‘Smart OPD’ system — an integrated mobile health system under which the entire medical ecosystem of the hospital was brought together on a digital app. Patients could use the app to book/reschedule doctor’s appointments and doctors could use it to access a patient’s medical history, write prescriptions and schedule appointments. To further aid the process, IT assistants were provided to help those uncomfortable with technology.

The need for such initiatives and the evolving nature of patient care were among the central themes of the recently concluded Abbott Hospital Leadership Summit. The speakers included pundits from marketing and customer relations along with leaders in the healthcare space.

Among them was the illustrious speaker Larry Hochman, a globally recognised name in customer service. According to Mr. Hochman, who has worked with British Airways and Air Miles, patients are rapidly evolving from passive recipients of treatment to active consumers who are evaluating their overall experience with a hospital on social media and creating a ‘word-of-mouth’ economy. He talks about this in the video below.

Play

As the video says, with social media and other public platforms being available today to share experiences, hospitals need to ensure that every customer walks away with a good experience.

The promise gap

In his address, Mr. Hochman also spoke at length about the ‘promise gap’ — the difference between what a company promises to deliver and what it actually delivers. In the video given below, he explains the concept in detail. As the gap grows wider, the potential for customer dissatisfaction increases.

Play

So how do hospitals differentiate themselves with this evolved set of customers? How do they ensure that the promise gap remains small? “You can create a unique value only through relationships, because that is something that is not manufactured. It is about people, it’s a human thing,” says Mr. Hochman in the video below.

Play

As Mr. Hochman and others in the discussion panel point out, the key to delivering a good customer experience is to instil a culture of empathy and hospitality across the organisation. Whether it is small things like smiling at patients, educating them at every step about their illness or listening to them to understand their fears, every action needs to be geared towards making the customer feel that they made the correct decision by getting treated at that hospital. This is also why, Dr. Nandkumar Jairam, Chairman and Group Medical Director, Columbia Asia, talked about the need for hospitals to train and hire people with soft skills and qualities such as empathy and the ability to listen.

Striking the balance

Bridging the promise gap also involves a balance between technology and the human touch. Dr. Robert Pearl, Executive Director and CEO of The Permanente Medical Group, who also spoke at the event, wrote about the example of Dr. Devi Shetty’s Narayana Health Hospitals. He writes that their team of surgeons typically performs about 900 procedures a month which is equivalent to what most U.S. university hospitals do in a year. The hospitals employ cutting edge technology and other simple innovations to improve efficiency and patient care.

The insights gained from Narayana’s model show that while technology increases efficiency of processes, what really makes a difference to customers are the human touch-points. As Mr. Hochman says, “Human touch points matter more because there are less and less of them today and are therefore crucial to the whole customer experience.”

Play

By putting customers at the core of their thinking, many hospitals have been able to apply innovative solutions to solve age old problems. For example, Max Healthcare, introduced paramedics on motorcycles to circumvent heavy traffic and respond faster to critical emergencies. While ambulances reach 30 minutes after a call, the motorcycles reach in just 17 minutes. In the first three months, two lives were saved because of this customer-centric innovation.

Hospitals are also looking at data and consumer research to identify consumer pain points. Rajit Mehta, the MD and CEO of Max Healthcare Institute, who was a panelist at the summit, spoke of the importance of data to understand patient needs. His organisation used consumer research to identify three critical areas that needed work - discharge and admission processes for IPD patients and wait-time for OPD patients. To improve wait-time, they incentivised people to book appointments online. They also installed digital kiosks where customers could punch in their details to get an appointment quickly.

These were just some of the insights on healthcare management gleaned from the Hospital Leadership Summit hosted by Abbott. In over 150 countries, Abbott is working with hospitals and healthcare professionals to improve the quality of health services.

To read more content on best practices for hospital leaders, visit Abbott’s Bringing Health to Life portal here.

This article was produced on behalf of Abbott by the Scroll.in marketing team and not by the Scroll.in editorial staff.