The truth about customer service in health care

Online scheduling, helpful kiosks and waiting room refreshments are part of the patient experience. Clinicians—and communicators—must remember the fundamentals.    

Patient experience is interchangeable with customer service, but not all health care executives equate the two. Patients are “customers” and stellar communication on multiple levels can add to positive experiences—and revenue growth.

This infographic reminds us that “medical care is like any other service.” Substandard and even scathing reviews can reduce credibility and government funding.

Some pragmatic tips include:

  • Take automation into consideration.

  • Consider everyone a potential customer.

  • Don’t think that word-of-mouth is only for restaurants.

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