Excellent Customer Service
An Essential Tool In The Healthcare Industry.
The majority of health-care organizations follow an outdated model in which the needs of health-care providers and stakeholders drive the organization.
A healthcare must focus more directly on increasingly assertive and knowledgeable clients in the current hypercompetitive health care sector. The most critical factor for being a successful health care provider is providing excellent customer service. Customer service is more than just a solid business strategy in the health-care industry. It also embodies the moral and ethical commitment involved in the care-giving encounter.
Excellent customer service is important because it costs six times more to recruit new customers than it does to keep old ones.
The keys to improving customer service are:
1.Identifying your customers’ needs,
2.Formulating a customer-oriented service model that serves all customers,
3.Having the power to make changes when and where needed,
4.Possessing a sense of increased responsibility to satisfy the customer, and
5.Training staff on excellent customer service.
6.Employee satisfaction: In health-care enterprises, employees are frequently overlooked customers. Employees that are happy are more productive, which leads to long-term client satisfaction. Negative personnel might deter customers and jeopardize an organization’s culture and integrity.
If clients are satisfied with the service they receive, management will be relieved to know that the aims have been accomplished after all the hard work and devotion. Success can be assessed in a variety of ways, including the value a practice is believed to add to a community, the monetary rewards an organization receives, the satisfaction of employees, or simply knowing that the organization has made a difference in the lives of your patients.
All of these and more is done by the most successful health care providers. They deliver the exceptional results that patients expect, and they do so with a special level of compassion and attention to the patients’ needs. They keep patients and parents up to date on treatment progress and reassure them when necessary. The staff personnel recall personal facts about the patients and pay attention to them. Patients are aware that the doctor and staff are personally concerned about them.
It’s worth noting that exceptional customer service doesn’t always start with giving the client everything they desire. Informed consent is the foundation of modern health care, and clients must understand and participate in the decision-making process of their management.
With so much additional competition, testing health care providers’ ability to achieve what has recently been considered success, it may be important to realize that there is more to achieving success than capturing every consumer who presents themselves by doing what they want. Clients should be involved in determining management’s goals, but they should not dictate the measures that will be taken to achieve those goals.
Conclusion
The only difference between a good and an exceptional health-care provider is excellent customer service. As a result, the entire firm, not just one department, should be involved. Planning, execution, and persistence is required to establish a culture of exceptional customer service.
References
Excellent customer service in the age of compromise
Customer service: giving companies the competitive edge
Quality and customer service aspects of faculty practice
https://www.sciencedirect.com/science/article/abs/pii/S0029655404000636
The art of customer service
Hall F. Employee satisfaction as it relates to customer service. Topics in Health Information Management. 1998 Feb;18(3):25-31.
https://europepmc.org/article/med/10176537
About the Author
Dr Cynthia Chisom Edeh
Cynthia Chisom Edeh is a Medical Doctor, Writer, Content Developer and Health Awareness Creator. She is also a Girl Child Advocate and Health Volunteer.
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