While every business wants to promote great customer experience, but there are instances when things go wrong. Due to advancements in information technology, today’s customers are well-informed and aware of the level of service that they can expect from service providers.
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When you serve your customers, you should remain prepared to accept their feedback, positive as well as negative. While positive comments keep you motivated, the negative comments may actually interfere with your focus and work schedule as you struggle to address the complaints properly and handle other tasks at the same time. Some issues emerge from the company’s fault while some problems are the results of the customers’ misunderstanding.
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Patients are your paying customers and because they prefer you over your competitors you are able to run a successful healthcare business. Healthcare is all about ensuring the wellbeing of patients and needless to mention, patients’ wellbeing is determined not only by the quality of healthcare services, but also by the quality of your customer service. Unfortunately, many healthcare professionals consider their jobs as only “jobs” and treat their patients in an indifferent manner.
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The concept of customer service in healthcare was not actually prevalent till the Affordable Healthcare Act 2013 introduced a new definition of healthcare service, requiring patients to evaluate the standard of healthcare services on the basis of parameters, such as communication with doctors and nurses about diagnosis, treatment, and medicines, and the responsiveness of the hospital staff, as part of its Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey.
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Just like other businesses, medical care is a service that needs to be based on well-defined customer service standards. Health care is something that everyone needs and poor quality medical care or substandard customer service may not only invite ill-reputation, but may also create a ground for the ill-treated clients to file complaints with the local licensing authorities. Good medical care forms the foundation of a good medical service. No matter how good a doctor, nurse, or a technician is, the patient’s real experience will be shaped by the accuracy of medical diagnosis and the effectiveness of the course of action that the doctor suggests.
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You might have set up a professional workplace with all required resources in place and you may be having a great business strategy to accomplish your business plans, but have you decided who will receive calls on your behalf? While you may consider receiving calls directly, but think twice before you really decide to handle your own calls. Have you ever thought that when you handle your own calls, the callers may view you as “unprofessional”? When you pick up a call and greet the caller by saying, “Hi, this is James Management Consultancy, and this is James speaking”, the caller may not perceive you as someone reliable. Busy business owners do not have much time to handle phone calls by themselves and if you receive a call by yourself, you indicate that you do not have adequate work to take care of.
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Admin people in the healthcare field often struggle to manage multiple tasks and handle multiple phone calls at the same time. If you are running a healthcare center, chances are that your overburdened admin team is finding it most difficult to stick to your business’s customer service commitment in its attempt to juggle different tasks and complete every commitment on time.
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When you run a medical office, you provide your patients with something more than just healthcare services. You sell them assurance alongside every service that you provide and this is how you create an environment of trust and reliability which works to build client loyalty.
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The current healthcare backdrop endorses a broader definition of patient satisfaction. While making your patients healthy remains as your primary objective, you and your office staff are also judged on what you do to keep your patients happy. This boils down to one simple fact- you need to keep your patients healthy as well as happy. There is a deep relationship between how your patients are treated personally and how they are treated clinically and this is something that shapes the future of your medical practice.
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Your patients have many options when it comes to choosing a physician and you have just one option to ensure patient retention. Patient retention typically depends on patient satisfaction and that is why, today’s medical practice is more client-centric and is based on the deployment of innovative services that aim to enhance the doctor-patient interaction experience.
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