Good customer service is an important factor in any kind of business. This culture unfortunately has not been followed in healthcare, hospitals or health systems. It is regrettable because healthcare customers are unlike those in any other industry – they are definitely more sensitive.
The experience that the patient, aka customer, goes through is scary and confusing. This is the reason why a medical practitioner needs to have a good mindset and understanding to go about demonstrating good services. Keeping that in mind, clients will go where they receive the best attention with good quality care. Hence, you must be your patient’s best choice.
Here are a few tips on how to build up a good customer service.
1. Provide the best medical care – This is the most important element of good service in the medical field. A good experience will instill confidence in a patient to continue with your services. Some basic, yet important components of providing good medical care, include carefully examining and double-checking a patient’s chart to prevent mistakes, noting down their concerns and being extremely careful with the procedures.
2. Warm reception – Hospitality is another foremost characteristic of customer service. The environment of the clinic or waiting lounge should be clean, warm and inviting. There should be a good practice to ensure that the atmosphere is pleasant. Consider offering refreshments when the patients arrive, they should be kept notified of any delays and procedures. Entertainment, in the form of magazines and television, should be made available.
3. Positive approach – Although not all patients are easy to deal with, always keep in mind that they are still your customers. Be it the attendants or a physician, one should be polite and respectful while dealing with a patient. Approach them with a warm, enthusiastic and positive mindset to calm their nerves. Be very patient with them and attend to their needs promptly.
4. Willingness to learn and listen – There are two basic things that physicians can do to impress their patients. Learn their history and listen to them. Always study a patient’s chart before entering the exam room. Then, greet them courteously and make sure to keep an eye contact while talking to them. It is of utmost importance to listen to what they have to say first. After which you can give your opinion and make changes which you feel are necessary.
5. Confidentiality – One of the primary reasons a customer choses you is because he/she trusts you. Respect that by making sure that the clinic or offices do not reveal patient information. Necessary measures should be taken to ensure that patient privacy is protected. This includes not giving information out without permission and ensuring that a patient’s records are safe and secure. When patients know that their privacy is protected, they’re more likely to be honest with their doctors.
In a nutshell, attention and communication are the two key ingredients of a good customer service. With these two ingredients, interacting with patients will improve and this will help in initiating your practice on a positive note. The healthcare industry isn’t that different than from any other industry. In the end, satisfying a customer’s needs and wants is the ultimate goal in any kind of industry.