The Customer Service Zone & Help Center
Main Menu Customer Service
Main Page
New For 2007 - The Leadership Development Resource Center brought to you by the same people that put together the Customer Service Zone

Communication is a KEY element of customer service and dealing with difficult customers.
Make sure to visit our new Communication Resource Center to help hone your communication skills.

Top : Customer Service - Health Sector: Doctors, nurses, and those that work in health care settings (including HMO's) deal with people who are often stressed and need special care. Learn how customer service applies to those that work in the health sector, and with people with health problems.

Articles:

Angry Patients (For Physicians) - by na
Written for doctors and physicians, provides tips, principles and suggestions for dealing with angry patients in medical situations. Include pitfalls to avoid. (Added: 14-Nov-2004 Hits: 289 )

Taking The Mystery Out of Patient Satisfaction - Mystery Shoppers - by na
Do patients feel welcome in your office? Is staff training having an impact? Mystery shopper programs are a good way to find out. AE explores three models for making mystery shopping work for you. In the context of a medical practice, mystery shoppers are really mystery patients anonymous evaluators who provide insights into how well everyone in the practice, from receptionist to physician, is serving patients. (Added: 24-Jun-2005 Hits: 362 )

Commentary: nursing home staffing—more is necessary but not necessarily sufficient - by Robert L. Kane
A growing body of evidence links nursing staffing levels in nursing homes with quality of care. Indeed, the relationship between nurse staffing and patient care is not restricted to nursing homes; it applies in hospitals as well. (Added: 23-Oct-2004 Hits: 436 )

CPC Corner: Dealing With The Angry Patient - by Edward C Wang, MD
Angry patients and families pose one of the biggest challenges for a clinician, for encountering this type of tense emotion often triggers one's own fight-or-flight responses. Any person who is met with anger tends either to react with anger or with the desire to flee. Remaining calm, professional, and empathetic to the emotions of the patients is sometimes very difficult for any of us, but there are communication skills that can be used to defuse anger and re-establish effective dialogue with patients and their families. (Added: 14-Nov-2004 Hits: 702 )

Hot Projects: Healthcare - by Jason Compton
The nervous parents calling BJC HealthCare's after-hours pediatric-nursing help line can't be kept on hold, waiting for answers. So when the St. Louis-based, 13-hospital network looked to improve performance and cut costs for the triage service, everyone benefited (Added: 12-Jun-2005 Hits: 288 )

Remember Even Angry Customers Are Always Right / September 1997 FPM - by Marsha L. Miley and Thomas J. Weida, MD
The idea that patients are actually customers sets many family physicians' teeth on edge -- and with good reason. It implies a cheapening of the doctor-patient relationship; it implies that the care physicians provide is a commodity. Nevertheless, the fact remains that patients behave like customers in some respects, and it behooves us to keep that in mind when interacting with them. Includes 7 steps for satisfying angry patients. (Added: 14-Nov-2004 Hits: 970 )

Next 6

Pages Updated On: 28-Jan-2008 - 18:26:07





Unless otherwise indicated all material on this site is copyright 2004-2007. Reproduction in any form, printed or electronic is expressely forbidden.

Contact Information

| Bacal & Associates | 722 St. Isidore Rd | Casselman, Ontario, Canada, K0A 1M0 |
| Phone: (613) 764-0241 | Email: ceo@work911.com |
Site built by hypertext.ca
Our Privacy Policy