Archive: Customer Service in Healthcare

Take Immediate Action in Service Recovery

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 ...

The Power of One: Healthcare Customer Service

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 ...

How Do You Measure Emotion?

It can be tough to measure emotion. We send out patient surveys and comb the data for clues as to what we can do to improve our care, but at the end of the day, it’s not just the logistics ...

How to Drive a Patient Away Without Even Trying

Posted by Kristin Baird I just found out that I have skin cancer, but honestly, that news isn’t as painful as trying to get a call back with my results.  Here’s how the ordeal played out. Golf has a lot of wonderful ...

Beware the Holiday Hospital

Posted by Kristin Baird Years ago, I heard a healthcare leader talk about the four hospitals within every hospital. He said that there was the daytime hospital, the nighttime hospital, the weekend hospital, and the holiday hospital. He went on to ...

It can be done

Posted by Kristin Baird When we talk about best practices in customer service, it’s not unusual to hear all the reasons it won’t work here, or it can’t be done. It can be done. I’ve seen it firsthand. Last week I had ...