Five-Star Customer Service: A Step-by-Step Guide for Physician Practices
James W. Saxton, Esq.
Product Description:
Malpractice is a very real threat to your physician practice.
More malpractice cases are going to trial than ever before. Skyrocketing liability premiums are causing physicians to leave high-risk specialties and areas of the country where premiums are particularly high.
You owe it to your practice to check out the valuable risk-management system described in the new book and CD-ROM set, Five-Star Customer Service: A Step-by-Step Guide for Physician Practices.
What can you do to protect yourself?
Studies show that satisfied patients are less likely to sue, may recover faster and better, and can give physician practices a competitive advantage. On the other hand, communication failures and service lapses with patients are the main cause of malpractice claims.
It's just common sense. By developing and maintaining a culture of five-star customer service that focuses on improving these areas, you can reduce your risk of being sued and promote better health outcomes for your patients.
Turn to Five-Star Customer Service: A Step-by-Step Guide for Physician Practices
Customer service excellence and good communication skills are the keys to reducing unnecessary litigation and your liability risk. That's why Five-Star Customer Service is a must-have resource for every physician practice. At 100 pages, this easy-to-read, conversational guide provides a step-by-step program to implement, promote, and maintain a five-star customer service culture at your office.
With Five-Star Customer Service you will:
- Reduce liability and litigation
It's simple: A satisfied patient is less likely to sue. Five-Star Customer Service provides straightforward, cost-effective ways to ensure that your patients leave your office happy and you avoid a trip to the courtroom. - Perk up your bottom line
Good news travels fast. If your patients are happy, word will spread about your physician practice. The best way to build your customer base is through positive word of mouth, and this book shows you how to boost patient satisfaction through better customer service. - Improve patient care
This helpful resource shows you how good physician-patient communication results in not only greater patient satisfaction, but also a better quality of care.
Cost-effective ways to reduce liability and increase patient satisfaction
You may not have the money or the resources right now to hire a consultant to advise you on how to reduce your risk of liability. Luckily, Five-Star Customer Service provides the information and tools you need to get started—all for only $99!
This valuable resource provides
- a complete customer service program to implement immediately at your practice
- practical, proven strategies to keep the five-star customer service culture alive within your practice
- real-life examples of five-star customer service culture both within and outside of healthcare
- valuable sample forms and tools
- 4 CME credits from the Accreditation Council for Continuing Medical Education*
You'll get all the tools you need to reduce your liability risk
This must-have book provides the practical tools and resources you need to put in place an effective customer service program. You'll get
- forms
- policies
- procedures
- sample letters to patients
- surveys
- phone scripts
- and much more!
All of these tools can be found in the book, but are also conveniently located on the accompanying CD-ROM. You can modify and tailor them to fit the precise needs of your practice. Print out and photocopy these tools as many times as you wish!
Target audience:
- Physicians
- Office managers/administrators
- Practice managers/administrators
Educational objectives:
Upon completion of this activity, participants should be able to
- state the key benefits of a five-star customer service program
- identify the crucial first step in implementing a five-star customer service program
- define the key characteristics of a short-term goal
- identify important steps to take leading up the kickoff meeting
- identify ways in which companies in other industries are implementing five-star customer service
- discuss key points that should be addressed during the kickoff
- identify the primary means of discovering where your practice is on the five-star curve
- describe common barriers to providing five-star customer service
- discuss the purpose of conducting an employee survey
- explain different methods of surveying patients
- describe the value of conducting a focus group
- discuss what to look for when "shadowing" your practice
- describe the role of a quality assurance committee
- discuss various tools that can help spread the five-star message throughout a practice
- identify methods of introducing the five-star concept to potential and new employees
- discuss ways to keep the five-star concept alive
- describe the key elements of event management
The content and learning objectives have been planned and implemented in accordance with the ACCME Essential Areas and Policies.
CME:
Accreditation statement
HCPro, Inc. is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians.
Credit Designation Statement
HCPro, Inc. designates this educational activity for a maximum of 4 AMA PRA Category 1 Credit(s) ™. Physicians should only claim credit commensurate with the extent of their participation in the activity.
About the author
James W. Saxton, Esq., is a partner with the Pennsylvania law firm of Stevens & Lee, where he is chairman of the firm's Health Care Litigation Group and co-chair of the firm's Health Law Group. Mr. Saxton specializes in creating customized risk management and risk engineering loss-control systems for healthcare providers, and represents healthcare professionals in litigation claims. Mr. Saxton authors the free, weekly e-zine, Liability Reduction Connection.
Faculty disclosure statement: Mr. Saxton does not have any real or apparent commercial financial affiliations related to the content provided in this guide.
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