Don’t Let Overhaul Distract from Healthcare Customer Service
American Healthcare is going through its equivalent of puberty: a cumbersome, awkward phase that holds the promise of change and maturity. The changes that are both upon us and impending are countless, ranging from the electronic record transition to the political overhaul. Through our medical mystery shoppers and actual patient surveys, we’ve noticed a trend: patients are feeling more herded and processed, lacking the attention and personalization they deserve. Healthcare workers are far too busy with new technologies and paperwork to focus on real interaction.
Though transitions can be difficult, they are no excuse for overshadowed customer service, which can be poisonous to your practice in both the long and short term. In a time of uncertainty, it can be helpful to focus on that which we do have control over. No matter how many adaptations we have to make, we can strive to ensure patients do not feel the stress of the behind-the-scenes mayhem. We can also work toward not just maintaining, but improving the patient experience.
While it does take extra effort, it keeps the staff focused on a positive aspect of practice that they can manipulate and affect. Try focusing on small gestures, like eye contact, a pleasant phone voice or taking time for introductions with new patients. You can also follow this link for inspiration- a blog on shockingly excellent customer service that is sure to get your creativity flowing when thinking of new ways to up your customer service game.
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