Customer expectation is the key to success for all kinds of businesses. Ignoring your customer demand and queries can impact your business. This is true in case of Medical and healthcare practices too. We all know that it’s important to provide best quality products and services to your customers, but is is also vital to be responsive to their queries.
When they call repeatedly on the customer care number and the front desk employee do not pick their calls, it makes the situation really troublesome for your medical business. If customer’s requests and complaints are not addressed, businesses lose their clients. In most healthcare industries and businesses, employees at the front desk are considered as the least important people.
However, These staffs will interact and communicate with clients more frequently than any other employees there at the office. They acknowledge patients when they enter, plan their next appointment, accumulate co-payments, and communicate with them via mail or voice call. These front desk people play an essential part in both practice operations and customer service.
It’s important to identify how health care customer service is different from other industries. This will aid you and your employees in understanding why it matters. Healthcare “customers” are patients and aside from elective cosmetic surgery they typically do not want to be there. Seeing the doctor or going to a hospital can be a scary and confusing experience.
What you should do to improve your customer service?
Owing your patients waiting for your response and concern is bad for the bottom line of your medical practice. Remember, when your patients feel, they are treated very well, they appreciate it and make an effort to recommend your services to others.
Five General things to keep in Mind:
- Always make your interaction effective and informative.
- Provide effective training to your front desk employees.
- Both your personnel and clients must be treated with respect.
- Doctors and health care professionals required to be involved in health practices and patient’s experience as a client.
- Do not say anything that can grow their negative emotion.
“The patient experience does not start or end at the doctor’s office. Perception is built by gathering information from multiple channels, whether it is through review sites, office visits, or surveys. It is necessary to consider the importance of those channels when looking to build patient loyalty”.