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How to Improve Customer Service in the Healthcare Industry

How to Improve Customer Service in the Healthcare Industry

by Guest AuthorJanuary 9, 2017

If you are working towards earning your MHA online degree, then it’s obvious that you are busy learning all kinds of information and skills that will help you in your job. If you plan on pursuing a career in healthcare management, then customer service will be something that you will be faced with.

Customer Service Can Be Found in all Different Settings

Your online MHA programs are meant to prepare you to enter the healthcare system in all kinds of various settings which can include hospitals, clinics, public health departments, consulting firms, and so much more. While customer service isn’t usually thought of as the top skill required, the fact of the matter is that it has a very large impact on the success of the institution/clinic/business.

If you plan on pursuing a management position, then you will need to be aware of just how important customer service is, and how to improve upon it if it isn’t up to par. You are basically working to improve patient experience and satisfaction at all levels.

Addressing Concerns and Complaints Effectively

If a patient had an unpleasant experience in your facility, then there is a good chance they will complain. Rather than brush these complaints off, it’s important to listen to each one, show that you are concerned and that their opinion matters, and then take that situation and ask how it could have gone differently. Experts suggest that it’s always important to take the patient’s side and show an extreme amount of empathy and compassion towards them.

Make the Interactions Count

It’s important that all staff at every level also understand that every interaction they have with a patient counts, therefore it needs to be meaningful. Patients are looking for that smile, that sense of caring, and staff that truly seem to love what they are doing. This is even more evident if the patient is there for a long-stay.

Share Information in a Timely Manner

A big part of the patient experience will be waiting to speak to a doctor or professional. On your end, it’s important to put emphases on sharing information quickly and accurately. Even if this means just checking in with the patient to let them know they haven’t been forgotten and their results still haven’t come in. It’s all about transparency. This makes patients feel more at ease and know that someone is looking out for them.

Along with this transparency also comes taking responsibility for any wrong-doing or inaccuracies. Again, this helps the patient to trust that you are doing what’s best for them. It also means the staff needs to be extremely apologetic when this does happen.

Your online MHA programs will be helping to prepare you for all kinds of issues you’ll deal with in your chosen field. Providing high levels of customer service and patient satisfaction should be high on the list of priorities as you enter your career in this exciting industry.

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