Finally, a complete resource for improving customer service and satisfaction—written exclusively for private medical practices.
Customer Service starts by defining the difference between customer service and patient care—and provides specific examples of what you can do to improve patient service and why you need to do them.
Getting started means creating a customer service culture. You'll learn how to reward and train employees who are committed to quality and service. This is the first step in making your practice stand out among a growing number of quality practices.
Next you need how to find out what your patients want and what they don't want. Customer Service covers the dos and don'ts of patient satisfaction surveys and how to interpret what they tell you and apply it to your practice. And since customer service isn't limited to patients, there's a chapter enhancing your relationship and performance with your referring physicians.
Combine efficiency with quality service. Practices with high levels of customer service typically are very efficient too—and you'll see why. Learn practical ideas on how to:
- best train your staff to reflect your commitment to service
- design a successful welcome packet
- effectively use the Internet as a patient communication tool
- improve your answering service's performance
- use an automated telephone system to improve patient access
You'll also get proven techniques to make your patient visits as pleasant as possible. Learn how a patient educator can improve physician productivity and patient satisfaction. See how to effectively use physician extenders to better serve patients profitably. Discover patient-friendly methods to improve collections and payments.
Customer Service concludes with a section on how to take your service commitment to the next level. Learn the far-reaching effect of calling your patients personally. See how to solve patient complaints with a negative encounter log. Understand the benefits of a patient advisory council and how to best handle patients that don't come back.
This handy reference also covers scheduling techniques that reduce patient wait-time and improve efficiency, medical office design tips to improve patient flow, practical tips to improve patient interactions, and much more.
Save money when you purchase multiple copies! Ask your customer service representative about money-saving
discounts and bulk orders. Call toll free 800-650-6787 or e-mail
customerservice@hcpro.com.
