Healthcare customer service is about more than just diagnosing an illness; it is about clinicians showing empathy and compassion for others during a challenging time and addressing their needs, anxieties and expectations.
What is healthcare customer service?
Exceptional customer service is ensuring a safe and positive environment for patients as they navigate complex medical information. Customer service is important in healthcare because it helps to build patient loyalty and improves patient outcomes, satisfaction and trust. When service is provided adequately, the patient’s experience is maximized by building trust and connecting with care teams.
“Patients who come to Encompass Health are dealing with life-changing conditions, whether it is short-term or long-term. said Bindu Varghese, CEO of Encompass Health Rehabilitation Hospital of Sugar Land, and an occupational therapist. “It is important that they feel heard and for clinicians and staff to be empathetic to their concerns. I like to tell staff to just imagine if it was your loved one; if so, you would provide them with the care they deserve and need.”
Who are your customers?
In healthcare, your customers are patients, family members, physicians, vendors, volunteers or anyone you may come into contact with. It is important to make a good first impression.
Everyone working in healthcare should show empathy towards patients and each other, Varghese said. If you are genuinely kind and listen, it will make a patient feel comfortable and at ease. If staff get that service right, word of mouth travels fast and it gives you the advantage in the communities you serve, Bindu added.
The connection between healthcare and retail customer service
As the saying in retail goes, the customer is always right. That same philosophy can also apply in healthcare in terms of listening to their concerns and feedback on treatment, but accurate diagnosis comes from a qualified medical professional.
“Under certain circumstances, yes! It is important for clinicians to listen to patients’ concerns and deescalate any situations that may arise due to misunderstandings, “Varghese said. “When patients are upset, clear communication is more effective. There are ways a clinician can approach a patient to calm the individual and listen to their concerns.”
How can you de-escalate situations in healthcare
How can you de-escalate situations in healthcare?
One cup of gumbo made a difference at Encompass Health Sugar Land.
“We had a patient from Louisiana who wanted a cup of gumbo, so one of our therapists made sure it was made in compliance with the patient’s diet, and it completely changed her attitude,” she recalled. “It gave the patient motivation to continue her recovery because she felt heard. She walked out of our hospital with the assistance of a walker.
Tips to build healthy relationships
Building rapport and communication is key to providing excellent customer service. A healthcare professional’s goal should be to develop a relationship with patients to fully understand their needs. Varghese offers the following tips to encourage communication:
- Listen and be authentic: Make eye contact and remember what the patient said to connect and build trust and loyalty.
- Show empathy: Give a patient your undivided attention and listen to their needs.
- Provide a warm welcome: Smile and greet everyone who comes into the hospital. It sets the tone for the patient experience.
- Reflect on the patients’ recovery goals: Understand what the patient’s goal is when they are in your care. If the patient wants to just hold their grandkids, align their treatment plans to that goal.
- Ask open-ended questions: Follow-up with the patient or family and give them an opportunity to express concerns.
How to improve healthcare customer service
Patient surveys provide insight into what is working well and what services need improvement. Applying feedback received from patients helps healthcare providers improve services. Also, providing growth and development initiatives for staff can help increase employee and patient satisfaction.
“We take feedback from patients and disseminate it back to our departments. Letting the staff know how they have made a positive impact on a patient’s life is important,” Varghese said. “If we get a negative survey response, we work together and figure out if there is something we could do better—like change some processes in our day-to-day operations or education.”
The content of this site is for informational purposes only and should not be taken as professional medical advice. Always seek the advice of your physician or other qualified healthcare provider with any questions you may have regarding any medical conditions or treatments.
