The life and death of a company depends on the quality of care provided and the daily interaction between employees and patients. The first key to providing excellent customer service in the healthcare industry is to stop treating patients as customers whose sole purpose is to generate revenue.
Why customer service is important to healthcare companies?
1. Customer service experience sets expectations for quality of care.
You may have the most skilled doctors and experienced nurses in the industry, but if you can't provide patients with a consistently high-quality experience, they won't recognize you for excellent healthcare. The goal of healthcare companies should be to establish long-term relationships with patients, not to conduct every interaction like a transaction.
2. Happy patients are likely to return to the same doctors, clinics and facilities to meet all their healthcare needs
Happy patients are also very likely to recommend healthcare companies to friends, family, and colleagues. Doctor-patient relationships may not be easy and/or often recognized, but they are the best example of customer loyalty in any industry.
3. Wrong data can cause fatal errors
The healthcare industry relies heavily on accurate patient data to make diagnosis and treatment recommendations. Errors, incomplete records, and the inability of employees to access the required data can severely affect the quality of care-and can even lead to life-threatening errors and malfeasance lawsuits.
4. Poor customer service indicates a bigger problem
Customer service performance is often a symptom and indication of potential problems within the organization. Companies that provide quality customer service may have strong and complete processes and systems. Companies that provide poor customer service can get into trouble with inefficient processes, employee training, and data quality. These will not only affect patient care, but also affect the cost of surgery.
Why customer service is important to patients?
Customers do not seek healthcare services when they feel good. They usually work with healthcare companies and personal providers to seek help for themselves, friends or family Members. Health problems can be stressful. Patients usually worry about their health and financial issues, which can make interactions with customer service staff strained.
1. Improve end-to-end customer experience
Customer service in healthcare is not just the time patients spend interacting with providers. The end-to-end customer experience includes many touch points and interactions between the customer and the healthcare company.
2. Choose health products and services
Searching and selecting the products and services that patients need is the first touch point in the customer experience. A healthcare company’s marketing materials, reputation, and relationships with other providers are key factors that influence the first impression of potential customers. Marketing materials, advertisements, magazine articles and promotional materials can be effective tools in your overall customer service strategy-helping you locate potential customers.
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