Bacal & Associates - Meeting your customer service needs for almost two decades
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:
The Patient-Physician Relationship: Part 1 – Its Role in Society- by Dr. Mike Magee
The patient-physician relationship is at the epicenter of stable, civil, relationship-based societies. A national study, conducted in 1997, found that 90% of patients and doctors defined the relationship as having three elements: compassion, understanding, and partnership.
(Added:
23-Oct-2004
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573
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Our Culture of Customer Service Excellence - Durham Regional Hospital- by Durham Regional Hospital
In 2004, the employees of Durham Regional defined seven customer service behavioral categories for the hospital -- what we see as key service behaviors at every encounter.
These standards are broken into categories with specific behaviors to illustrate the category. The standards serve as the foundation for all customer service strategies.
Customer service training and skills development is based on these standards.
(Added:
16-Sep-2008
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453
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The Patient-Physician Relationship: Part 2 – Unlocking the Value- by Dr. Mike Magee
In a recent study of patient-physician relationships involving six countries, on four continents, large majorities of doctors in all countries agreed with the statement: "The medical system in your country sometimes interferes with your ability to put your patient's interests above everything else." This conflict, felt by physicians, is not as visible to patients, who in large majorities, in the same study, agree strongly or somewhat that "The doctor puts my interest above everything else."
(Added:
23-Oct-2004
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555
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Hospitals Get Failing Grade on Patient Satisfaction- by Dale Wolf
There were 37.5 million patient admissions to hospitals in 2008.
That's one fact -- there are a lot of data points about hospital patients.
The second fact is most of these patients are not at all happy with their hospitals -- the experience overall is dreadful. While the patient's health outcome is obviously the most critical measure, it is a variety of other factors that determine satisfaction ... even when the outcome is good.
Just 68% would recommend their hospital to a friend.
(Added:
8-Jan-2010
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74
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Townsend Letter for Doctors and Patients: Office experience impacts your success- by Terra Wellington
f you stop and think about the best patient experience you've had, what were the deciding factors that really made an impression on you? Hopefully the result of that experience encouraged you to come back if you needed additional help or refer family and friends to your practitioner.
How can you create an office that encourages this type of coveted patron response?
(Added:
22-Jan-2006
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465
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Evidence-based pandemonium- by Christopher W. Bryan-Brown, Kathleen Dracup
The public, with considerable, though at times anecdotal, justification, has laid a heavy burden on the healthcare professions. This has been fueled by the Institute of Medicine's publication, To Err Is Human: Building a Safer Health System. (3) Members of the public want greater safety in their hospitals and to know that they are being treated optimally.
(Added:
23-Oct-2004
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514
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