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Aspects of the Affordable Care Act
Elements of the Affordable Care Act
Elements of the Affordable Care Act
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I have worked in healthcare for over 13 years and I have seen the issues that can arise regarding customer service firsthand. The company I work for is starting to have trainings and meetings to improve customer service to our clients. Don’t get me wrong some strive to help the patient and go above and beyond as others are burn out and feel like they just need to get the patient in and out without really understanding the patient’s needs or concerns. Unfortunately, there is a growing concern about customer service in healthcare with Healthcare Reform happening in the US today. Of course the actual Affordable Care Act has its pros and cons, and everyone has their own opinions on the subject and what should happen. But we can all agree that the patient and care received should be the first priority before the doctors, healthcare workers and insurance companies.
In many business industries such as retail, sales, and manufacturing, customer service is a must. If the mentality of ‘the customer’s always right’ didn’t exist then these industries may not have very good success with customer service. It doesn’t always mean all customers are right all the time but it gives them the ability to work through their differences and make the customer
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The clerk assists the patient by registering and sending back to nurse for services. Once the nurse has the patient and starts with the assessment, the homeless man expresses that he is in need of other services that is not provided through the health clinic. The nurse knows that she cannot assist with this new issue but instead of just turning him away and saying we cannot help. The nurse takes it upon herself to make a call and get the patient referred to a clinic that can assist him. This is an example of a nurse going above and beyond the call of duty to help someone in
However, what if the actual patient is unsure what their wants or needs are? Can the nurse educate the patient without persuading them to their point of view? Can the nurse educate the patient without disrespecting the patient’s cultural values? With this being said, what are the consequences for the nurse if they advocate for the patient who is clearly in opposition to the health care professional and the family of the patient (Park, 2003)?
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Hospitals are shifting to a more customer-focused culture not only because of healthcare reform provisions, but also because patients themselves are changing and forcing hospitals to respond (Rodak, 2012). Today’s patients are customer focus driven, getting what they need or taking their business elsewhere. As hospitals recognize patients as a customer who have a choice of where to seek care, they also need to treat patients as necessary partners in their care (Rodak, 2012). The partnership that the staff builds with the patient is key to increasing customer satisfaction. One of the triple aims of healthcare reform is improving population health, which requires the engagement of patients in making healthy decisions (Rodak, 2012).
Is the customer, always right? As I watched the video about how Simon Sinek explains his thoughts and ideas on employers putting their employees first, and does not agree with the famous phrase we hear “The customer is always right”. I agree with Sineks point of view, companies that make employees feel important to the company see the employee’s dedication in a very remarkable way. On Sinek’s story about his trip to Las Vegas, Nevada he had a wonderful experience with a server, who had two different jobs. Sinek pin points that companies should focus more on the process rather than the profit, and should focus on proper training for supervisors and managers to guide employees to offer quality customer service.
This essay is going to be about the relation between service clues and customer service experience and how certain clues affect them . Every company knows customers are important for them because they’re company’s most valuable assets. Customers are the key element of growth of any firm who purchase their goods or services the firms provide. Company only survives when it has customers and in order to grow the business, they should own huge amounts of loyal customers and recruit new ones, thus, the business ought to be structured and managed around them. It’s very important for a company has ability to attract and retain customers successfully. Customer loyalty relies on the strong desire of product or services by customers, and availability of supplier selection based on their reference (Dick and Basu, 1994; Otim and Grover, 2006). Therefore, for a business to retain its customers, it is important that focus should be laid on satisfaction of customers’ need. According to Berry (2006), customers evaluate the level of services due to its performance instead of objects, so in order to m...
In Nursing, there will always be instances where the patient's nurse needs to advocate for their patient. There are numerous reasons why a nurse would advocate for their patient ranging from getting the doctor to change the patient’s orders, helping the patient’s treatment team understand what it is the patient is requiring for the day, to expressing the patient’s last wishes before death. In every situation, the nurse should do what is in the patient’s best interest. Tomajan (2012), “Advocacy skills are the ability to successfully support a cause or interest on one’s own behalf or that of another. Advocacy requires a set of skills that include problem solving, communication, influence, and collaboration”(p. 2). With those skills, the nursing staff will be able to work together to advocate for their patients. Along with those skills, nurses need to keep in mind the three core attributes that are: safeguarding patients’ autonomy; acting on behalf of patients; and championing social justice in the provision of health care. (Bu & Jezewski, 2006)
“Who Is a Hospital’s ‘Customer’?” introduced CMS, the Centers for Medicare & Medicaid Services, an organization unknowing to me. It’s amazing that neither patients nor physicians see patients as customers. Patients may not buy products as regular consumers do but they pay for provided services, making them customers. Not knowing this can be detrimental for hospitals, so I see how it was discovered that those hospitals that didn’t acknowledge this, were less successful reaching patient experience goals. It’s critical to know that you must improve patient care to improve patient experience, as the two correlate. However, as mentioned, it’s important to the find patient care satisfaction for each individual patient/customer. Allocating more resources for patient care is a very smart decision for hospitals as better resources equals better patient care results. And I definitely agree, “customer is always right,” is VERY problematic.
Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
is the duty to do no harm. The nurse first needs to ask him or herself what
Rarely is one asked to describe the ideal customer in any aspect not directly related to customer service. Therefore, I find this a refreshing and highly interesting project to stretch my imagination and experience dealing with the nature of most customers. In this paper I will describe what attributes, attitude, and mentality makes up what I consider the perfect customer.
The fact that the businesses now days are more towards delighting customers with constancy then only satisfying them has become a widely discussed issue in businesses procedures. In today’s era the businesses are facing completion every minute and due to this the businesses need to deliver a quality product and services to their customers to retain in the competitive market place and to mould the customers with the level of satisfaction. On the other hand, recent studies have shown that only satisfying the customers is not enough to be able to hold them because even satisfied customers sometimes can also be despondent in some companies which shows that delighting the customers is as important as satisfying them which results in the pleased customer.
Automated customer service has brought many advantages to today’s businessmen and consumer alike. It has decreased consumer waiting times, enabled businesses to lower operating costs, and eliminated the middleman. While it is not bug free no new innovations are. The telephone was not perfect when it was invented, and I’d be willing to bet that the light bulb burned out a few times at the most inopportune moment before it was perfected.
In any business, customers are everything. It is important to build relationships. Customers want to buy from a company that has quality products. Customers want to be valued. This is why it is important to respond to customers in a timely manner. Their complaints need to be taken seriously. The benefit of building relationships with customers is gaining a positive reputation. Providing great service encourages customers to continue doing business with the company. It gives a reason for previous customers to refer their family
Whether you are communicating with a customer service representative in person or over the phone, the term “the customer is always right,” has lost its meaning. It once served as the guiding principle for dealing with customer inquiries and complaints. Though it did not literally mean the customer was right and the company was wrong, it kept civil the interaction between company representatives and consumers of goods and services by compelling the representatives to see the issue from the customer’s perspective.