Customer service has always been a topic of conversation in the healthcare community, but its importance has been further emphasized through the events of the pandemic in the past year. Even when visiting healthcare professionals that handle routine care and simple testing such as genetic, serology, and toxicology tests, patients will want to ensure that they are getting the best care possible from healthcare providers. Brad Schaffer, Medcomp Science’s CEO and president, attests to the quality of care received at Medcomp and notes that there are many reasons why commitment to customer service is only growing throughout the healthcare industry. Here, he discusses a few reasons why it is important for institutions across the sector to maintain high quality customer service practices.
Customer Service is Important for Quality Care
A healthcare institution can have high quality professionals and resources but, if customer service is failing, quality of care will certainly drop substantially. This is because a commitment to customer service plays an integral role in providing people with the care and services they need. Patients that are not given the opportunity to reach out to the necessary resources may find that their experience makes visiting a healthcare professional for even something as simple as genetic or toxicology testing more difficult. Through not prioritizing customer service, healthcare institutions would be doing a disservice to the profession- and customer service is needed to ensure that professionals properly attend to the needs of patients.
Happy Patients Return and Refer
One important thing for institutions to remember is that people talk, and a place that does not properly prioritize customer service may find that patients are unwilling to return. In some of the worst situations, these individuals may take to review sites to voice their displeasure- which can be quite damaging for a building’s reputation. Patients that are kept happy with stellar customer service are not only more likely to return, but they are also highly likely to recommend a healthcare company to friends, family, or coworkers. Whether it comes to finding a healthcare provider when sick or for genetic testing or serology and toxicology, patients often have many different options for who to see. By committing to customer service, professionals are showing patients why they should return if they have a similar need in the future.
Surveys Play a Key Role in the Future of the Institution
Many people are surprised to learn that surveys filled out by patients are not purely for show. In fact, The Hospital Consumer Assessment of Healthcare Providers and Systems is a survey created for Medicare patients- and the over a billion dollars in Medicare funding is tied to the system. These surveys address facets of a healthcare provider such as communication skills of practitioners and staff and overall patient experience. Even surveys that are created by an institution to gauge how they feel about the quality of their care are integral to the future of a healthcare practice. Negative survey results are often a sign of bigger issues within an institution, and those that rank poorly for customer service commonly have issues with staff training, process inefficiencies, and struggle to maintain data quality. Poor survey results simply threaten the future of a provider, especially those that operate in spaces where patients have plenty of options for receiving care.