Customer Service for the Healthcare Industry Published 2012-05-08
Customer Service for the Healthcare Industry
I am often asked to write a blog in particular industries – banking, retail, restaurants, etc. But, by far the blog that most people want me to write about is healthcare. The healthcare industry is massive, encompassing physicians, dentists, physical therapists, hospitals, blood centers – the list goes on.
What I always say is that I could write a blog on customer service in dog grooming and all could be applied to any industry. And healthcare is no different. We will start with some basic customer service items.
Why do I have to wait? Waiting is the number one complaint in ANY industry. Perception often times is that there is a whole office of people and I am sitting out here waiting! Do you know your company’s approximate customer wait time? Why are your customers waiting? Are there items in the waiting room such as televisions, free wifi, refreshments, current magazines, etc., that can help the wait time? What about the wait once someone gets into a room? What are they hearing outside of their door? Realize, that in many cases, the patient is already anxious so you might take a look at what comforts them. And I can assure you that blank white walls are not very comforting!
Paperwork – UGH! Have you went through your company’s customer paperwork lately? Is it all necessary? Can some items be combined? Can some patients be provided the opportunity to sign up/sign in online? It is important to also realize that some people are unable to read. Are areas set up for them to receive assistance?
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