Definition of customer care. According to Jamier blogger.com () “Customer service or customer care is a series of activities designed to enhance the level of customer satisfaction, that is, the feeling that a product or service has met the customer expectation Customer service (), Customer satisfaction (33) help me with writing.A customer service essay is the most usable and well-known way of communication between clients and entities all over the world, therefore an understanding of principles of its usage will give you a priceless experience that, without a doubt, will be useful in all fields of blogger.comer Care Essays. customeris one of the most /10() Importance of Customer Service Essay example. Words3 Pages. Importance of Customer Service. Introduction. Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular
Importance of Customer Service Essay example - Words | Bartleby
Home Customer Service, essay on customer care service. In the ever-changing world of healthcare, where patient outcomes impact the bottom dollar of healthcare organizations, we have transitioned into a world where patients have become customers.
With the changes in healthcare laws and the demands placed upon clinical and administrative staff to ensure compliance with government agencies, obtain reimbursements, and ensure positive patient essay on customer care service, healthcare companies must place customer service at the core of their values and operations, essay on customer care service.
For companies to successfully provide exceptional customer service as part of the overall patient experience, the importance of customer service must start at the top of an essay on customer care service. This paradigm shift can be a challenge for healthcare providers as it entails a new level of knowledge and understanding. For healthcare providers to obtain a better understanding of customer service and the role it plays in the overall patient experience, the development of robust customer service training programs and regular customer service training for employees must occur.
As healthcare companies are faced with new healthcare laws and increasing demands to provide exceptional patient care, customer service must become a top priority.
As the rise in customer service becomes, a focus, we cannot ignore the fact that healthcare is a business. As noted in a recent article, Customer service vs.
patient care Torpie,parawith any other business, the success of a company is dependent on its customers. While healthcare is a business, it is unlike other businesses and patients are unlike other consumers.
With the continual changes and developments in a regulated healthcare system, it is becoming progressively crucial for healthcare professionals to know what patients expect as it relates to service.
Patients are not like traditional consumers. Traditional customers are typically in their environment by choice where healthcare customers are not in their environment by choice but forced into a situation where there is a level of fear and uncertainty where they need reassurance.
It is the small things that make a significant impact on a patients perception of satisfaction. These small gestures and actions are the things needed to turn a mediocre patient experience into an exceptional patient experience. As one patient in the article stated: I went in for a cataract treatment. There were several of us, all sitting in a cold, stale room with nothing to keep us warm while we waited and waited for our procedures.
I had to track down a nurse to get a blanket. I could tell others were very uncomfortable, too. Slater,para 5 Customer service skills are the skills that impact a patient on an emotional level like a warm atmosphere. Patient satisfaction is the thing that impacts a patient on a physical level, essay on customer care service. While patient satisfaction is paramount, it is only a piece of the patient experience.
Customer service is the other component needed to complete the overall patient experience. The information and research used to devise this paper is a combination of previous professional writings, personal interviews, case studies, and surveys. The information allows a better understanding of the importance of healthcare providers transforming into a customer-service organization. The outcomes of this research provide a good reflection of the importance customer service plays in the overall patient experience.
In the first study, the method used was a combination of writings in healthcare journals by subject matter experts in the fields of healthcare and patient satisfaction. The information provided in the reference material helped to provide a better understanding of customer service as it relates to patient care. Torpie, Customer service relates to patient care because patients who report having an excellent customer service experience, experience shorter recovery times, reduced hospital readmits, and better adherence to care plans.
Clinicians must make customer service a primary focus to provide an exceptional patient experience and improve patient care. In the second study, the method used was to review survey feedback from 40 individual patient case studies. The process used to collect the data was looking at results from the Consumer Assessment of Healthcare Providers and Systems CAHPS surveys given out to discharged patients.
After reviewing the data on both subjective and objective experiences, observations of staff, and other details such as the availability of a translator, essay on customer care service, cleanliness, attentiveness, and interactions with clinical staff. Price, Elliott, essay on customer care service, Zaslavsky, Hays, Lehrman, Rybowski, Edgman-Levitan, Cleary, In the third study, the method used was personal interviews.
The participants in the interview were, Caroline Shanklin, RN, MSN and Kevin Humphrey, MS, RDN. Both Shanklin and Humphrey work at the Veterans hospital located in Nashville, Tennessee. During the interview, they were each asked the following five questions.
a Define patient experience and customer experience in healthcare. Is there a difference? b In your professional opinion, do you think the majority of healthcare providers think about or act upon the customer service aspect of the overall patient experience?
Can these skills be taught to a person who does not naturally have these skills? d When thinking about patient outcomes, do you feel initial outcomes and, long-term outcomes are better for the patients who had both a good patient and customer experience vs. the patients who had a good patient experience? e When thinking about the future of healthcare as it relates to patient care, patient outcomes, and the continued demands on medical staff, do you think by focusing on customer service, it will improve the quality of healthcare, and the healthcare system for all parties involved patients, patient families, administration, clinical staff, physicians, and the overall cost of healthcare?
The questions asked in the interview are relevant to patient care as it provides feedback from clinicians who have direct interactions with patients on a day-to-day basis.
As professional caregivers, their feedback helps others understand the need for customer service in healthcare to provide the best patient experience possible.
In this study, the Agency for Healthcare Research and Quality Healthcare Innovations Exchange website reviewed innovation profiles. An innovation profile is a scenario where a problem exists and describes what the innovation was to solve the problem, how well it worked, and who benefited, essay on customer care service. The essay on customer care service profiles included several factors. However, the single common denominator of the study essay on customer care service overall patient experience as an outcome.
To obtain the information, they desired, a variety of qualitative analysis methods was utilized to evaluate the data. The majority of the methods were studying information based on a specific point in time, time trends, and control group comparisons.
Weinick, Quigley, Mayer, Sellers, The model used to confirm patients perceived quality of care and service was the Structural equations model SEM. The three areas addressed in the survey were overall customer satisfaction, customer loyalty, and perception of service quality. After reviewing the survey feedback, it was broken out by patient groups based on loyalty and satisfaction. In this study, based on patient data to include CAHPS data, Harvard Pilgrim Healthcare developed a set of call center phone standards to improve the patient experience when calling their organization.
The attributes reviewed in the study were measured by Abandonment Rates and Average Speed to Answer ASA. Based on feedback obtained from focus group discussions, the organization created and implemented new metrics and standards.
One of the new standards implemented states 90 percent of patients who call for an appointment will receive an appointment for the same day.
Another metric implemented was answering all telephone calls within three rings. Standards for Customer Service, The results of this study found it is necessary to break down the numerous aspects of patient care into silos based on expertise and area of care e. Healthcare providers need to understand these silos must work together and are dependent on one another to provide essay on customer care service optimal patient experience.
In recognizing these silos, essay on customer care service, the results provided essential actions that should be considered to enhance the overall patient experience. a Placing focus on objectives and values, essay on customer care service. b To achieve success, emphasize the importance of teamwork.
c Understanding it first takes people to make policies to succeed, essay on customer care service. d Promote self-awareness to build better interpersonal and communication skills. e Avoid silos by recognizing all aspects of the patient experience rely on other parts to achieve positive results.
Torpie, The results of the surveys provided insight as to how patients perceived things such as how well their pain levels were measured, wait times, and the provided outpatient documentation all directly impacted how the patient felt about their stay. Price et al. The results also found that good patient experiences lead to higher levels of patient adherence in regards to prevention measure and treatment care plans; better medical outcomes, especially with inpatients; and better patient safety measures.
The personal interviews suggested that patient outcomes are better for patients who have had a good customer experience, essay on customer care service. Both Shanklin and Humphrey feel excellent customer service skills do not always come naturally to many people.
During the interview with Shanklin, she went on to say she feels that colleges should revisit all curriculums to incorporate customer service and soft skills training. Humphrey, B. The results of this study reported that less than half of the innovations were used to measure patient experience.
Out of innovations used to collect direct patient satisfaction, the majority used surveys to obtained their desired feedback. Only 6 of the innovations used a CAHPS measure to collect patient feedback on recent hospital stays. CAHPS measures more than direct patient feedback; they measure results at a broader level. CAHPS not only measures all patient-related criteria but organizational processes as well. While CAHPS is an excellent tool to measure patient satisfaction, surveys provide a better solution for direct patient feedback.
Weinick et al. The results of this study revealed there is a direct correlation between high and low patient satisfaction scores based on the levels of customer service provided to the patient. Further, the study exposed, when providing exceptional levels of customer service not only is satisfaction improved, patient loyalty is higher.
The study suggests when organizations identify and focus on critical customer service skills and incorporate those skills into their customer service training, it is incredibly beneficial to the company. The results of this study were an adjustment in the current metrics and goals Harvard Pilgrim Healthcare had in place. They revised their metrics to improve patient satisfaction. Another measure they took was to expand their days and hours of operations, essay on customer care service.
They adjusted staffing to accommodate for peer call times and increased staff and manager training. When developing training material, there was a significant focus placed on how to respond to patients in a more customer-driven manner. Lastly, they updated and improved their documentation for both the staff, managers, and patients.
Throughout this research, the studies have shown the positive impact customer service has on the overall patient experience and patient outcomes.
Healthcare providers need to understand that without values centered on customer service, the idea of essay on customer care service exceptional patient experiences, will never exist. Healthcare essay on customer care service should heavily consider placing customer service as the foundation of their business.
Customer Service Vs. Customer Experience
, time: 15:22Customer Service Patient Care Free Essay Sample on blogger.com
Importance of Customer Service Essay example. Words3 Pages. Importance of Customer Service. Introduction. Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular Customer service (), Customer satisfaction (33) help me with writing.A customer service essay is the most usable and well-known way of communication between clients and entities all over the world, therefore an understanding of principles of its usage will give you a priceless experience that, without a doubt, will be useful in all fields of blogger.comer Care Essays. customeris one of the most /10() Sep 29, · (Slater, , para 5) Customer service skills are the skills that impact a patient on an emotional level like a warm atmosphere. Patient satisfaction is the thing that impacts a patient on a physical level, (e.g., pain management). While patient satisfaction is paramount, it is only a piece of the patient experience
No comments:
Post a Comment