Many hospital execs may not devote much thought to the customer service aspect of health care. But as patient satisfaction scores are given more weight in reimbursement, leaving a good impression on patients and their families is important.
In an article from Forbes magazine, customer service consultant Micah Solomon draws parallels between patients’ experiences as consumers in other industries with health care.
With the rise of the Internet and social media, today’s customers are more savvy with all their purchases – and have higher expectations. Health care is no different, and if patients aren’t happy with the level of customer service they receive from hospital staff, they won’t be quiet about it.
Excellent customer service found in other industries has raised the bar for hospitals, Solomon said, so they must strive to meet the demands. Otherwise, they’ll experience consequences in the forms of negative PR, lowered reimbursement and a tarnished reputation among their patient base. Continue reading “Keys to improving the customer-service experience at your hospital”
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