Patient Registration & Customer Service The patient registration process is an i
ID: 410780 • Letter: P
Question
Patient Registration & Customer Service
The patient registration process is an important role in the medical office. This is often the first encounter the patient has with the medical office (other than over the phone).
Scenario:
Watch this brief Youtube video on a patient’s experience with her physician’s front desk staff.
Physician's office experience testimonial (click on Youtube link): http://www.youtube.com/watch?v=8Rdjjmk1M90
Based on this video, provide your definition on what good customer service is and discuss the importance of providing customer service within the medical environment. Are employer’s responsible for “training” their staff or should people automatically know how to provide good service?
Please share a positive or negative customer service experience you may have had at a doctor’s office, emergency room, etc. If it was a good experience, why was it good and if it was bad, why was it bad? Also, please use the "PRICE of Success" to explain why professionalism is an important aspect of customer service.
Reference:
Solid Press Books. (2012, November 20). Where's the customer service at this doctor's office front desk? [Video file]. Retrieved from http://www.youtube.com/watch?v=8Rdjjmk1M90
Explanation / Answer
Provision of the customer service is also one of the most essential parts of department of transportation. This is a specific department is responsible for maintaining the customer relationships. The department of transportation can increase the overall involvement of the customers towards the specific organisations and can directly increase the relationship which directly affects the company is brand identity into the market.
A Healthcare organisations should be accident in terms of the customer care service. As most of the patients coming into the organisation are directly suffering from some sort of disease or illness, better customer service would definitely help them to be in a positive environment which would provide better care to the patient from the organisation and also increase trust of the patient towards the organisation.
Training of the staff should be done on the regular basis to maintain the productivity as well as better customer care service of the organisation. Nurses should be trained to behave in a better way and receptionist should be always polite and humble to all the patients visiting the Healthcare facility.
Training helps employees to properly provide services to the customer and to know the norms and ethics of the organisation. By creating a proper code of conduct for the Healthcare facility, legend of care as well as quality of the service can be widely increased.
Once I went to a cleaning as I was having some continuous fever, and I approached the reception, a warm smile welcome me with a Hi!. This greeting definitely increased my comfort level for the specific cleaning and the level of hospitality and the care provided by the clinic was recommendable. Overall I was given an appointment the doctor and doctor came on the exact time which was given by the receptionist for the appointment. This experience definitely increased my trust on the organisation and I am the regular customer ever since then. As per the price of success ,Professionalism definitely plays an important role in overall customer experience. Better hospitality as well as behaving and service provision on time is essential for organisations to maintain their level of efficiency and to increase the overall experience of the products and services.