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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 effect of health care provider persuasive strategy on patient compliance and satisfaction - by Carrie J. CropleyUnderstanding 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: 1323 )
Customer service in the medical office. - by Barbara Good
The importance of customer service has recently become more of a focus and priority for medical practices. Numerous articles have been written on the topic, including one that appeared in the New England Journal of Medicine. At our recent Physician Practice Conferences, the session led by Certified Etiquette and Protocol Consultant, Pam Harvit, "Office Protocol and Etiquette," has become one of the highest rated sessions. ""Why all this emphasis on medical etiquette and good customer service? Why should practices be concerned about the etiquette involved in treating patients? Better yet, how does your practice measure up customer service wise? (Added: 19-Oct-2011 Hits: 122 )
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 Hits: 946 )
The Doctor/Patient Relationship for the 21st Century - by Kent Bottles
Few people seem to be satisfied with the current state of the physician/patient relationship. The triumph of bioethicists over medical paternalists has not made for happier participants in the therapeutic relationship. (Added: 23-Oct-2004 Hits: 1139 )
COMPETITIVE ADVANTAGE: HOSPITALS HOPE BETTER CUSTOMER SERVICE WILL INCREASE PATIENT - by Toni Fitzgerald
More on how hospitals are looking at better customer service to increase patient satisfaction and the bottom line. (Added: 16-Sep-2008 Hits: 976 )
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: 1005 )
University of Chicago Hospitals Goes Disney To Improve Customer Experience - by na
Interesting case study on how the University of Chicago hospitals went about improving patient experience via the Disney route. (Added: 26-Nov-2011 Hits: 116 )
The Good Leader - management skills - by Kent Bottles
What are the traits of successful leaders and can they be applied to those of us in health care? Leaders must deal with conflict to get a group of people to move in the same direction. Successful leaders learn to have difficult conversations that increase understanding and morale and creatively deal with the inevitable interpersonal conflicts present in every organization made up of people. (Added: 23-Oct-2004 Hits: 1373 )
Commentary: nursing home staffing--more is necessary but not necessarily sufficient - by Robert L. Kane
A growing body of evidence links nursing staffing levels in nursing homes with quality of care. Indeed, the relationship between nurse staffing and patient care is not restricted to nursing homes; it applies in hospitals as well. (Added: 23-Oct-2004 Hits: 1351 )
CPC Corner: Dealing With The Angry Patient - by Edward C Wang, MD
Angry patients and families pose one of the biggest challenges for a clinician, for encountering this type of tense emotion often triggers one's own fight-or-flight responses. Any person who is met with anger tends either to react with anger or with the desire to flee. Remaining calm, professional, and empathetic to the emotions of the patients is sometimes very difficult for any of us, but there are communication skills that can be used to defuse anger and re-establish effective dialogue with patients and their families. (Added: 14-Nov-2004 Hits: 1962 )
Dealing with Difficult Patients and Difficult Families While Nursing | MyNursingUniforms Blog - by na
Basic stuff on difficult patients for nurses, most notable for its mention of issues related to altered or mentally challenged patients (Added: 19-Oct-2011 Hits: 187 )
Difficult Patients - Doctors Complaints About Difficult Patients' Behavior - by Trisha Torrey
There are a handful of reasons why doctors might not want to treat a particular patient. Some are based on the patient's behavior, while some are based on the doctor's biases. They often result in denial of medical care -- rejecting a patient and not providing the care that patient needs.""The following complaints were cited in an informal survey of more than three dozen healthcare professionals: (Added: 19-Oct-2011 Hits: 76 )
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 Hits: 778 )
Customer Satisfaction Service Standards, Cincinnati Children's Hospital Medical Center - by Cincinnati Children's Hospital
Here's another set of standards outlining what the Cincinnati Children's Hospital commits to in terms of customer satisfaction. (Added: 16-Sep-2008 Hits: 1213 )
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