Dawn's Blog

 

Customer Service for the Healthcare Industry

Published 2012-05-08
Customer Service for the Healthcare Industry
   
I am often asked to write a blog in particular industries – banking, retail, restaurants, etc.  But, by far the blog that most people want me to write about is healthcare.  The healthcare industry is massive, encompassing physicians, dentists, physical therapists, hospitals, blood centers – the list goes on.  

What I always say is that I could write a blog on customer service in dog grooming and all could be applied to any industry.  And healthcare is no different.  We will start with some basic customer service items.
Why do I have to wait?  Waiting is the number one complaint in ANY industry.  Perception often times is that there is a whole office of people and I am sitting out here waiting!  Do you know your company’s approximate customer wait time?  Why are your customers waiting?  Are there items in the waiting room such as televisions, free wifi, refreshments, current magazines, etc., that can help the wait time?  What about the wait once someone gets into a room?  What are they hearing outside of their door?  Realize, that in many cases, the patient is already anxious so you might take a look at what comforts them.  And I can assure you that blank white walls are not very comforting!

Paperwork – UGH!  Have you went through your company’s customer paperwork lately?  Is it all necessary?  Can some items be combined?  Can some patients be provided the opportunity to sign up/sign in online?  It is important to also realize that some people are unable to read.  Are areas set up for them to receive assistance?



Archives

HAPPY 80TH BIRTHDAY, BARRY MANILOW! 2023-06-24


Reboot! 2022-12-12


YOU KNOW YOU WANT TO - BUT YOU SHOULDN'T! 2022-10-22


BUSINESS OWNERS - IT IS ALL IN THE DETAILS 2022-01-11


LET'S CELEBRATE OUR SMALL BUSINESSES - THIS WEEK AND EVERY DAY OF THE YEAR 2021-09-15


DOES YOUR COMPANY GO THE EXTRA STEP 2021-06-17


Are You a Job RENTER or a Job OWNER? 2021-06-03


Undercover Boss 2021-05-27


NO SHOES, NO SHIRT, NO SERVICE 2020-11-18


What is Your Company's WOW 2020-08-06


Promoting Your Business like Never Before 2020-07-09


Understanding Why Customers Need to Know the Changes Your Business Has Made 2020-06-10


Guidelines for Reopening Your Business 2020-05-13


What a Difference Two Months Makes 2020-04-15


A Shout Out to Schnucks 2019-11-29


Number 8 " YOU REALLY IMPRESSED ME! 2019-10-14


Victor Newman is Watching You DISH Network 2019-08-17


DOES YOUR BUSINESS HAVE A SERVICE RECOVERY PLAN? 2019-07-22


WHEN A DOLLAR STORE ISNT REALLY A DOLLAR STORE 2019-07-01


WE ARE HERE ANYWAY WHY NOT BE GREAT 2019-06-17


THANKS FOR CALLING ME OUT, MOM! NO REALLY, THANK YOU! 2019-05-26


Triad Commencement Speech 2019-05-19


Stadium Seat People 2019-05-13


Calling it Quits - When Leaving Your Job is the Right Thing to Do 2019-05-06


ONE MORE ITEM TO CHECK OFF MY BUCKET LIST 2019-04-29


I SHOULD LISTEN DURING MY OWN TRAINING 2018-07-08


Undercover Boss 2018-07-01


Be Present 2016-10-25


THE DREADED MRI 2014-10-13


GIVE IT ALL YOU GOT 2014-09-25


Want to Live a Long Life? Get a Positive Attitude! 2012-09-25


10 Ways To Improve Your Day in Just 5 Minutes! 2012-09-07


New School Year + New Positive Attitude = New, Successful You! 2012-08-20


The 8 Life Lessons the Summer Olympics Can Teach Us 2012-08-10


Are You Not Finding a Job? Or Are Future Employers Running Away From You? 2012-07-19


Top 10 Practical Things 2012-07-02


Bucket Lists 2012-06-18


Find Your Passions 2012-06-13


Customer Service for the Healthcare Industry 2012-05-08


Shopping at A Dollar Store 2012-01-14


Great Service... ALMOST 2012-01-10


Shopping at the Galleria 2012-01-06