Health Care Customer Service Tips – Customer experience is critical to success in any industry, but none more so than healthcare. In healthcare, you need to ensure that you see those using your services as patients rather than customers, which requires a different approach.
Additionally, you need to prioritize the patient experience to help put people at ease, improve outcomes, and develop a positive reputation for your healthcare facility. Providing the best patient experience can be challenging, so this post will provide some tips that can make a big difference and help you reach higher levels of success with your healthcare business.
Health Care Customer Service Tips
First, you should collect feedback from your patients. Often you will find that there are problems that people have when using your company that you are not aware of. Feedback from patients allows you to identify areas where there are gaps and what you are doing well.
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This feedback makes it much easier to make positive changes that will benefit your customers and in turn help you achieve higher levels of success.
People often feel stressed, anxious and upset when they arrive at a care facility, and it can be a stressful environment for many. Therefore, you must do what you can to provide a welcoming atmosphere, such as creating a quiet, comfortable and friendly waiting area and reception staff with solid interpersonal skills to help patients check in.
It’s also good to let people know what to expect when they arrive and how long they can expect to stay.
In addition to the staff at the reception, you need to make sure that you hire healthcare staff with good hygiene. This can make a big difference to the patient experience, so you want to encourage your staff to be friendly yet professional with patients and explain everything in simple terms.
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You can also use technology to improve the patient experience; An AI therapy assistant is a good example. This technology is a very convenient tool for healthcare providers and clinics, as you can automate treatment with personalized support for each patient.
AI-powered chatbots like Limbic can complement psychological therapy, making it quick and easy for patients to get help. In addition to improving the patient experience, this can simplify your business and make work much faster for your staff.
The impact of employee well-being on the customer experience needs to be considered, especially in a healthcare setting. When you have staff who are happy, engaged and motivated at work, they will have more positive interactions with patients and are more likely to take the time to help them feel calm and satisfied.
Here are some of the different ways to improve the patient experience. This, in turn, should help you achieve great success with your healthcare facility.
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Kelechi Okeke is a certified Customer Experience Specialist (CXS) with over 8 years of experience. Certified in customer experience management, Kelechi is an expert in identifying and analyzing customer pain points and creating solutions to improve their experience. He likes to read, write and go for long walks in his spare time. An email has been sent to you. Check your inbox and follow the link to verify your email address.
The Covid-19 pandemic has changed the healthcare industry. Providers’ need for contactless interactions has led to digital transformation, with the adoption of new tools such as messaging and telehealth meetings. Now that patients know what is possible, their expectations of healthcare experiences have also changed.
Today, 60% of consumers expect their healthcare experience to be like retail. They want better customer service, including the convenience and personalization that modern businesses offer. Provide good customer service to patients and you will attract more patients, improve results and increase retention. Otherwise, you will lose patients to competitors who do.
You will gain new ideas to provide quality customer service that takes the patient experience to the next level.
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Healthcare customer service differs from patient care, which includes actual medical care, such as diagnosing a patient’s broken bone, drawing blood, prescribing medication, or performing surgery. The success of patient care is measured in outcomes, such as mortality. Customer service success is often measured through surveys and reviews.
Customer service has a strong impact on the overall patient experience. That’s why fifty-seven percent of care managers consider improving the customer experience a priority.
Your doctors can solve patients’ medical problems, but poor customer service interactions can overshadow excellent care. For example, some of the largest hospitals in the United States are known for their quality of care, but suffer from low Yelp reviews.
Customer service affects the patient’s perception of care, which affects how they act on that care in their everyday life. As researcher Daniel Stokes, MD says, “…how patients feel about the care they receive affects how they approach health care and, in turn, their own health and well-being.”
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Continuity of care helps hospitals build revenue and, more importantly, creates bonds with patients that help them live healthier lives. Customer service is a key factor in patient retention. 82 percent of patients rate customer service as the most important factor influencing provider loyalty.
Ninety percent of patients use online reviews to evaluate doctors, and 71% use online reviews as the first step in finding a new doctor. Good customer service can lead to customers leaving positive reviews, which encourages others to seek care from your staff.
The concept of customer helps to humanize patients. It helps providers remember that patients not only need the right type of medical treatment, but also want it delivered in the right way. Like all customers, patients need effective communication and fair treatment to get the most out of their experience.
In addition, patients have more healthcare providers to choose from than ever before. Referring to patients as customers helps healthcare organizations focus their needs when addressing business initiatives, such as outreach, marketing and health barriers.
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To provide good customer service, care teams should rely on the fundamentals that work across industries. Here are five tips for providing an experience that meets patients’ needs and expectations:
Your patients want to feel like people, not science experiments. 75 percent of patients want more personalized care experiences and 44 percent want a doctor who makes it clear they care.
Patients expect a streamlined care journey that is convenient from appointment scheduling to hospital discharge. For example, 68% of patients say they are likely to choose medical providers that offer the ability to manage appointments online.
By connecting, organizing and automating data and processes, it’s easier for patients to get the care they need, without friction slowing them down.
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Patients want to get in touch with the healthcare customer service team when they have questions. More than half of patients prefer digital interaction – partly because digital channels are faster than traditional channels, such as phone calls.
With more streamlined communication, patients will interact more frequently with your staff. You will create a stronger and more trusting patient relationship.
Patients want more control over their healthcare experience. For example, they want to know how much healthcare costs, what options they have and what happens to their data. They also want to be able to make changes based on this information.
Empowering clients to take control of aspects of their care helps them feel less helpless in situations that often make them fearful, anxious and stressed.
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Patients can become frustrated if they cannot find answers to basic questions, such as how to contact their staff or get an appointment. A strong online presence makes it easier for customers to find the information they need.
If patients can get the answers they are looking for, they are more likely to view your healthcare organization positively.
The Ohio State University Wexner Medical Center’s telehealth services have increased in demand during the COVID-19 pandemic. Now their system is optimized for online services. Patients can make an appointment by calling or online through a portal. They can then access meeting information (such as dates and times), pre-registration forms and connect to video calls directly from the portal. After appointments, patients can review post-visit notes or send messages to their doctors or billing staff through a messaging portal.
Cleveland Clinic makes it easy to contact its staff. On their Contact Us page, they provide a phone number to call with questions, an online form for easy access to appointments, and a map of personal customer service locations. They also provide SMS appointment reminders and have social media accounts, such as Facebook and Twitter, through which users can message them.
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Emory Saint Joseph Hospital’s emergency department knows how stressful a visit can be for patients and family members. Using the Vitaler software, patients can track their progress through the emergency department. They receive updates on their status in the intake process (from triage to admission, discharge or transfer), including time estimates and physician names. This app puts family members at ease and reduces the number of questions the front desk staff has to answer.
Takeaway: empower patients and their families to track their medical conditions to reduce anxiety and increase their sense of control.
Oscar Health wanted to engage its network members and make sure they were keeping track of their health. But they knew that patients don’t respond well to general emails. Recognize their new personal technology