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Top : Customer Service - Health Sector : Page 3: 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:

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: 1324 )

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 Hits: 78 )

Case Study: How One Hospital Turned Around Financially by focusing on patients and employees - by Linda Heuring
Patients first: how a financially sagging hospital revived itself with a customer service approach that makes patients and employees its top priorities - Employee Relations. Good reading and in depth. (Added: 16-Sep-2008 Hits: 53 )

The effect of health care provider persuasive strategy on patient compliance and satisfaction - by Carrie J. Cropley
Understanding the behaviors that lead to both patient compliance and patient satisfaction could be the key to experiencing medical encounters with more positive outcomes for both the patient and the provider. Clearly most health care providers hope that their patients comply with the treatment prescribed. Equally, patients desire to be treated in a way that leaves them satisfied with the experience. (Added: 23-Oct-2004 Hits: 521 )

A Healthy Dose of CRM - by Alexandra DeFelice
Healthcare organizations are striving to improve customer relationships in three critical ways. (Added: 22-Jan-2006 Hits: 707 )

How to make the difficult patient encounter less difficult - by Alison C. Essary
article reviews four types of "difficult" patient encounters that might well end badly. Each scenario is followed by communication techniques that physician assistants can use to improve the outcome. (Added: 20-Jul-2005 Hits: 882 )

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Pages Updated On: 20-Oct-2008 - 22:35:26





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