Healthcare | Customer Service Solutions, Inc. - Page 7

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

A Face Lift…for Your Patient Satisfaction

Posted on in Business Advice, Healthcare Please leave a comment

When measuring patient satisfaction, healthcare organizations often make two key errors. First, they focus on measuring how often something happens? For example, How frequently did the nurse check on you? How often did they ask about pain? How many times did they clean the room? While these functions are important, the quality of the interaction and care provided are just as important if not more so. Also, some patients want to be checked on continuously and others want to be told how long the wait will be until the next step and only checked on when there may be a delay. So measuring frequency alone limits what you can learn, and it can point an organization down the wrong road in their improvement efforts.

The second error? Focusing too much on employee attitudes. Yes, these attitudes have a huge impact on patient satisfaction, but the best attitude in the world cannot overcome inordinately long waits, redundant paperwork, lack of responsiveness, poor quality food, lack of cleanliness, and unacceptable patient care. Attitudes are but a piece of the patient satisfaction puzzle.

In the article, Dr. Patti Flint Touts Importance of Surveys to Improve Patient Experience, an Arizona plastic surgeon is highlighted because of her improvement in patient care – which she notes as having been driven by the results of patient satisfaction surveys. But what’s interesting about the surveys is that much of the focus was on measuring patient perceptions of key touch points in the care process. According to the article, “Because every interaction from the first phone call to the last follow-up appointment factors into a patient’s overall satisfaction, each point of patient contact is scrutinized for ways to improve the patient experience. Creating a positive atmosphere for her patients involves the entire staff at Patti Flint MD PC, and survey responses lead to constant innovation in practice procedures.

When asking patients to evaluate their experience, address employee Attitudes, Processes, and the Quality of the Services provided. But don’t just look for overall evaluations. Get the patient and their family to evaluate key contact points through the entire process.

Understand where communications flowed well and didn’t. Learn how hand-offs of the patient and their information from one step to another worked…and didn’t. Identify what needs improvement in the entire service delivery chain…and doesn’t.

To give your patient satisfaction a face lift, first start by understanding all the steps involved in the patient experience through the customer’s eyes.

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/

Check out our Healthcare Patient Satisfaction Evaluation and Improvement Services at http://cssamerica.com/csshealth.htm


Physician Clinics, Processes, and Patient Satisfaction…oh my!

Posted on in Business Advice, Healthcare Please leave a comment

A recent study noted in American Medical News evaluated multiple aspects of a patient’s experience in a physician’s practice and determined that the three most important aspects of the experience all related to the doctor. The doctor’s knowledge, time spent with the patient, and access to the patient’s medical records were of greatest importance to patients.

However, there are a few points that might not be so obvious. Six of the next seven most important attributes all dealt with process – ease of billing, efficient billing process, time spent in the waiting room, etc. We believe that the 3 drivers of customer satisfaction in any industry are Employee Attitudes/Skills/Knowledge, Service Processes, and the Product/Service itself. So this process impact is not surprising, but it’s important. Key Conclusion: Make it easy and efficient for the customer to do business with you.

But another point in the article is typically as important. Other studies have shown that 40% of customer dissatisfaction is because their expectations weren’t met. This article notes how many patients compare their experience at a clinic to their experience in other industries. So it’s time for physician clinics like most other businesses to look outside themselves to learn. If the Ritz-Carlton makes you feel special, what can a physician clinic learn from them? If a NASCAR pit crew can change four tires and fill a gas tank in 12 seconds, what can a physician clinic learn from them? If Amazon.com can enable a 1-click purchase, what can the clinic learn from them?

It’s not just for healthcare organizations like clinics; this “looking outside yourself” benchmarking approach should be undertaken by local governments, the business operations staff for sports teams, community colleges and other education industry organizations, and retailers alike.

Key Conclusion: Customers come in with expectations about your business based on experiences with other businesses. So look at other businesses to identify improvement opportunities in your own.

Make it easy for the customer to do business with you…and to enjoy the experience, too!

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/


Hospital Patient Satisfaction – Driven by People or Facilities?

Posted on in Business Advice, Healthcare Please leave a comment

For a hospital, is it about customer service or a hotel look and feel?

In the world of healthcare, hospitals have come a long way, with many looking like a mini-version of the Ritz-Carlton or the Taj Mahal, for that matter.

The look of the facility has become paramount to the great patient experience. Marble floors in the lobbies; hardwood floors in the patient rooms; flat screen TVs in the waiting rooms.

But a recent study by J.D. Power and Associates noted that “For upscale hotels, the facility accounts for nearly one-half (48 percent) of guests’ overall satisfaction, while in an inpatient setting the hospital facility represents just 19 percent of patients’ overall satisfaction.” So while the look and feel of the hospitals are tending more toward the luxury hotel experience, the reality is that patients want to feel like you are caring for them. And what drives that patient satisfaction feeling more than anything else? The employee.

For any given hospital, “Doctors and nurses account for 34 percent of the overall experience ratings for inpatients, and their influence is even higher (43 percent) among patients in emergency settings. Among outpatients, doctors and other healthcare professionals represent 50 percent of their overall experience.” So when you think about patient satisfaction, you have to think about the customer service skills of the employee. You have to think about the attitudes of those prospective employees you’re considering.

To create high levels of patient satisfaction at your hospital, you have to become proficient at defining, articulating, growing, and retaining those individuals with the types of customer service attitudes, skills, and knowledge needed to be successful.

A pretty hospital building is a wonderful thing. But a customer-focused employee is the true building block to high patient satisfaction.

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/