Customer Expectations In Healthcare

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CUSTOMER EXPECTATIONS

Healthcare premiums are expensive, so customers want to get as much for their money as they can. When a customer walks into a healthcare facility it is because they have medical concerns. Often those concerns are difficult for the customer to deal with. They expect employees in healthcare facilities to help and support them through their ordeal. Below are some of the expectations customers will want you to exhibit when they come into to your clinic.

 Empathy – Is the most important expectation in the healthcare field. Customer’s want to feel that you understand them.  Patience - Customers need to feel unpressured, so staying in control emotionally is key and give giving them time.  Professionalism - Customers want their needs …show more content…

An employee can listen to a customer’s concern and paraphrase back what the customer said and then work out a solution. A customer will know then an employee really heard and understood their concern.

 By using positively phrased questions can help elevate tension a customer is experiencing. So phrasing is important. It will keep emotions at bay.

 By using small talk, it helps an employee establish a rapport with a customer. It starts a dialogue and can help figuring out what the customer needs.

PROVIDER-CENTERED AND CUSTOMER-CENTERED STATEMENTS

When communicating with customers, do so with a positive attitude. Choose statements and questions that put the customer first. By doing this, it shows the customer that you are here to assist their needs. Below is example of provider-centered statements that put don’t put the customer first and customer-centered statements that put the customer’s needs first.

Provider-Centered statements:

 When I get a minute…

 I will schedule you for the first available appointment…

 Give me your address and I will send out the information…

Customer-centered

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