How important is customer service in healthcare?

Written by Super User on Monday, June 03, 2013 Posted in Industry News

There's a lot of conventional wisdom being exchanged today regarding the importance of providing great customer service. For example, one customer service fact states that it takes just 30 seconds for customers to form an opinion about a company. Another fact is that a satisfied customer will tell five other people about his or her experience, but an unhappy customer will tell about 20 people about his or her bad experience.

These points hold true just as much for healthcare customer service as for any other service or business. Unfortunately, the public doesn't have a positive opinion about the customer service delivered to them by healthcare facilities. What surveys have shown is that people believe the human aspect of healthcare is what needs the most improvement.

When patients and their loved ones come to healthcare facilities, they almost always are under some kind of emotional and physical stress. This is what healthcare staff members need to keep in mind when dealing with patients, their friends and family members. If you remember this, you are much more likely to treat them with compassion and care.

One healthcare expert has come up with the abbreviation ABCD for good customer service in healthcare – A for attitude, B for behavior, C for compassion, and D for dialogue. They all point toward kindness, humanity and respect as core values that caregivers need to display.

So what concrete steps can you as a traveling nurse take to improve your customer service and make sure the care you provide is kind and compassionate?

First, you need to have empathy for your patients, to put yourself in their place and see things from their point of view. You have to think about all of their needs--the emotional as well as the physical.

You need to listen carefully to your patients, giving them your full attention and showing them that you care about what they have to say. One way to show your engagement is to maintain eye contact when you listen to them.

When you are explaining medical procedures, use everyday language. Try to avoid medical jargon, which is confusing for most people. Take the time to ask them if they understood everything you told them, and whether they have any questions. You need to let patients know all the resources and options they have that relate to their care.

If you are interested in becoming a traveling healthcare professional, contact Health Providers Choice. We have many outstanding hospitals and medical facilities across the country that are eager to have you bring your much-needed skills to care for their patients. Contact us today!

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