The digital front door is opening wider every day, and with it, consumer convenience in everything from scheduling appointments to paying bills and asking medical questions of their providers. But be careful not to put all your eggs in one ...
A few weeks ago, I accompanied my daughter when she had an emergency admission for appendicitis. As always, there was the waiting game for tests and results in the ED. Patients crave information when they are in crisis. Their minds ...
In the competitive world of healthcare, customer service has the biggest impact on an organization’s reputation and success. Your brand is a promise. It should reflect your commitment to delivering a consistent patient experience. The big question is whether your ...
In an increasingly competitive healthcare landscape, customer service remains pivotal in defining a facility's success. Often, it's the little things that make all the difference – the seemingly insignificant gestures, the empathetic responses, and the willingness to listen and receive ...
In the world of healthcare, ensuring a positive, first-time customer experience is paramount. From the first phone call to the final billing experience and everything in between, healthcare organizations need to provide the best possible experience. Through the power of mystery ...
In healthcare, exceptional customer service is a top priority. However, even the most well-intentioned organizations may stumble and deliver a subpar patient experience. The true measure of a company's commitment to customer satisfaction lies in its ability to recover from ...
Healthcare customer service is a critical component of delivering quality patient care. Patients and their families expect to be treated with kindness, empathy, and respect. Their experiences with healthcare providers can significantly impact their overall satisfaction with the care they ...
Every hospital we’ve ever worked with has a series of expectations for their staff members related to the patient experience. Things like addressing patients by their preferred name or taking responsibility for trash or spills are usually on the list. Your ...
Are your phone skills making or breaking relationships before they even start? It takes about 8 seconds to make a first impression when talking with someone face-to-face, but statistics show that it only takes 4 to 5 seconds when on ...
A few days ago, I was talking to a friend about her recent, emergent, hospital stay. She described it as, “A nightmare.” Always the researcher, I had to dig a bit to learn more. What contributed to “Lauren’s” nightmare boiled ...
