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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:
Managing the Care of Complex, Difficult Patients in the - by Eileen F. Morrison, PhD, RN; Anita Ramsey, MSW, ACSW; and Beverly A. SynderThe increasing medical, psychological, and social complexity of hospitalized patients is a serious concern. Most staff nurses are inadequately prepared to deal with the complexity of these patient's issues. The difficult patient is described as having a medical condition requiring hospitalization and who also exhibits problems such as pain, substance abuse, and issues such as anger, manipulation, or noncompliance which are difficult and challenging behaviors. An overview of the most troublesome patients seen in the inpatient setting today and some clinical direction on how to best manage these patients are presented. (Added: 19-Oct-2011 Hits: 67 )
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: 851 )
Health Care Organizations: Process for Handling Patient Grievances - by Patrice Spath
To meet the CMS Conditions of Participation regulations, hospitals must have a systematic mechanism for investigating patient grievances. Learn how to create a process that complies with requirements. (Added: 28-Nov-2003 Hits: 965 )
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: 102 )
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: 1938 )
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: 1229 )
Hospitals Get Failing Grade on Patient Satisfaction - by Dale Wolf
There were 37.5 million patient admissions to hospitals in 2008.""""That's one fact -- there are a lot of data points about hospital patients.""The second fact is most of these patients are not at all happy with their hospitals -- the experience overall is dreadful. While the patient's health outcome is obviously the most critical measure, it is a variety of other factors that determine satisfaction ... even when the outcome is good."""Just 68% would recommend their hospital to a friend. (Added: 8-Jan-2010 Hits: 585 )
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: 1192 )
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: 98 )
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: 68 )
How to Manage Difficult Patient Encounters - by Sharon K. Hull, MD, MPH, Karen Broquet, MD
As many as 15 percent of patient-physician encounters are rated as “difficult” by the physicians involved.1 Patient characteristics that suggest the likelihood of difficult encounters include the presence of depressive or anxiety disorders, more somatic symptoms and greater symptom severity, according to the study. Not all difficult encounters can be blamed on the patient side of the interaction. Physician attitudes about care, fatigue, stress and burnout can create circumstances in which physicians are responsible for the difficulties. Language barriers, cross-cultural issues and the need to relay bad news can also make for challenging encounters.""Using a framework adapted from Adams and Murray,2 we present some common scenarios you may encounter in your practice, along with strategies for dealing with them. In this model, patient characteristics, physician characteristics and situational characteristics all contribute to difficult clinical encounters. (Added: 19-Oct-2011 Hits: 95 )
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: 769 )
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: 1358 )
How to set up a concierge practice - Medical Economics - by Wayne J. Guglielmo
Doc, you realize your office is a lot like Disney World," an unhappy patient quipped to Mark R. Wheeler, an internist in Louisville. "It's a three-hour wait for a 20-second ride." """That comment spoke volumes about what was going on in my practice," says Wheeler. "I was always behind. My patients weren't happy, and neither were my staff, my family, or me." (Added: 22-Jan-2006 Hits: 1164 )
Taking The Mystery Out of Patient Satisfaction - Mystery Shoppers - by na
Do patients feel welcome in your office? Is staff training having an impact? Mystery shopper programs are a good way to find out. AE explores three models for making mystery shopping work for you. "In the context of a medical practice, mystery shoppers are really mystery patients anonymous evaluators who provide insights into how well everyone in the practice, from receptionist to physician, is serving patients. (Added: 24-Jun-2005 Hits: 1594 )
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: 1339 )
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: 1388 )
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: 106 )
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: 1127 )
Medical Ethics | Difficult Patients - by na
In theory, physicians and patients are free to choose the healthcare relationships they wan. In practice, however, many physicians and patients come into relationships because of the way in which they are employed and insured. Medical students, especially, are not free to pick and choose the patients they will interact with during the course of their education.""Patients can be demanding, vindictive, dependent, slow, and so on down the list of human weaknesses and vice. It should also be remembered that patients can see these same faults in physicians. It is important that physicians develop effective strategies for dealing with a broad range of people in ways that protect core values in the humane treatment of patients. (Added: 19-Oct-2011 Hits: 102 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.