The Importance of Good Customer Service in the Health Care Industry
Healthcare is one of the most important industries in the world. We entrust our health and well-being to the professionals who work in it, and we rightly expect excellent customer service from them. Unfortunately, all too often we are disappointed. Many health care providers still do not understand the importance of good customer service.
We’ll break down how crucial good customer service is in healthcare and provide instances of outstanding client service from around the globe.
Why Customer Service Is Important In Healthcare
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Good customer service isn’t just a nice thing to have in the health care industry; it’s an essential component of providing high-quality patient care. Happy patients are healthier, more cooperative, and more satisfied with their treatment than those who feel dissatisfied or even antagonistic towards practitioners. Customer satisfaction has been shown to improve outcomes while reducing costs for both providers and patients alike.
- Hospital readmission rates drop when staff use friendly language and show compassion during interactions with patients.
- Compassionate nurses recover from surgery faster than others.
- Patients treated by compassionate doctors report fewer past medical problems and take fewer medications.
Customer Service in Health Care
A phone call is the first step in customer care, which begins before patients arrive at the facility or office. Patients need individualized attention and transparent information about their health. Patients and family members are frequently concerned about their health.
In certain circumstances, health problems can be catastrophic. Understanding as much as feasible about what is going on with your body, why particular treatments are being administered, and what to anticipate throughout and after any treatment may alleviate some of that anxiety, so make sure you find physicians who will listen to all of your queries and educate you about your health and care alternatives.
Clear communication is key to great customer service in health care. When patients and their families feel they are part of the decision-making process, they are more likely to be cooperative and less anxious.
Deliver Excellent End-To-End Customer Service Is Key
It is not only important that the health care professional has excellent communication skills, but also that all members of the team providing care deliver excellent customer service. From the receptionist who greets you when you walk in the door to the nurse who monitors your vital signs and administers your medication, everyone on staff should be focused on making sure the patients have a positive experience.
Sometimes it’s the little touches that make a tremendous difference. Make sure everyone on your healthcare team is aware of how they may improve patients’ experience, from the time they walk in until after treatment, and all members are on the same page about what to do next.
The patient will not return if they don’t feel like they’re being heard or if something about their care makes them uncomfortable. If a patient believes something is wrong but the doctor or nurse does not provide them with a direct response, they could go online looking for answers, which might result in them getting misdiagnosed.
Patients are not the only ones who need to be aware of the importance of customer service in health care. Healthcare professionals also need to be mindful of their interactions with patients. A rude or impatient nurse can make a patient feel anxious and uncomfortable.
An overbearing doctor can make a patient feel belittled and insignificant. The health care industry is one where we should strive to put the needs of others before our own, and good customer service is essential to making that happen.
How To Provide Customer Service Over The Phone
When providing customer service over the phone, always greet callers in a warm and friendly manner. Introduce yourself, and take care to remember the caller’s name. Ask about their day, and show an interest in their concerns. If you are unable to help the caller, be sure to transfer them to someone who can.
Never shout or speak in a condescending tone. Remember that callers are not always familiar with medical terminology, and take care to explain everything in a language they will understand.
Always stay calm, even when callers are angry or frustrated. It is important to remain professional and efficient, even when you are having a bad day.
Pay close attention to your caller’s needs. If they are elderly or disabled, take steps to accommodate their unique situation and make them feel comfortable sharing their concerns with you.
How To Provide Customer Service In-Person
When providing customer service in person, always greet customers with a smile and make eye contact. Introduce yourself, and take care to remember the customer’s name. Offer assistance whenever possible, but do not hover over the customer.
If the customer has a question or concern, listen attentively and do not interrupt. If you are unable to answer the question, be sure to find someone who can. Take notes of the conversation so that you can follow up with the customer later.
Always thank customers for their business, and ask if there is anything else you can do for them.
Follow Up After Customer Service Interactions
Following up after customer service interactions is a great way to improve your business and increase the likelihood of repeat customers. You may follow up with customers in person, via email or text message, or over the phone. Follow-ups allow you to apologize for any inconveniences caused during their visit and address any concerns they may have had.
Always thank customers for their business, and ask if there is anything else you can do for them. If they bring up something that requires further investigation on your part, be sure to take detailed notes so that you can follow through with them later on.
The health care industry is a competitive field, and delivering excellent patient experiences is central to success in this industry. Customer service goes beyond having someone say “hello” when you walk into a doctor’s office or hospital. It includes being treated with respect and dignity by everyone that comes in contact with a patient during his visit.
If you need assistance with finding a solution for better customer service in your health care business, we’re here to help. Our healthcare industry’s Customer Service Training will provide your workers with the knowledge and skills they need to offer a superior client experience.
Contact us today!