Customer service in the medical field

In an excerpt from an article dated October 30, 2010, written by Steve Smith, then Healthcare Success Senior Consultant on healthcaresuccess.com he stated the following: “One of the great myths of customer service is that providing great – or even good – service requires a “program” or a “policy.” The program or policy can be so grand that in larger enterprises there may even be a person whose sole function is the maintenance of a customer service program.

That’s the myth. The reality is that creating a memorable patient experience requires only a few basic principles explained in a meaningful way to your staff.

That memorable patient experience most often depends not only on what is said to a patient but how it is said. Delivering that to your patients takes less than ten seconds per visit.” I wholeheartedly agree! After a breast cancer diagnosis in early 2018, and subsequent surgeries, treatments and follow-up visits, my “customer service eye” might add that the patient room should also provide a comfortable atmosphere. I was fortunate that 99% of my visits provided top-notch customer service and a comfortable atmosphere. Customer service is everywhere-even in the atmosphere-it matters!!
When patients are facing an unknown, often scary, medical journey they may not be the best customers. They will, at times, bring frustrations into a call or face-to-face interaction. Here are five tips for managing challenging customers:
●Smiles can be heard as well as seen
●Remember, it’s not about you
●Be courteous
●Take time to listen
●A small “thank you” goes a long way
Taking the time to show that you appreciate them in spite of their cantankerous dispositions will leave a lasting impression. In the end, one old adage remains true “treat others the way you would like to be treated”.