Customer Service In The Health Care Field

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Customer service in the health care field is much like running a business. Making a good first impression is important. Three concepts that help with a good first impression are appearance, attitude and approach. ( NRC September 2014 vol 16,no.9) These principles, if implemented effectively, will ensure that you meet the customer (patients) needs. Appearance is an important aspect of the customer service experience. Most places of business have certain dress codes. This should be no different in the nursing profession. Presenting yourself in attire that is clean and neat is essential. Making sure that if you are wearing scrubs that they are free from tears and that they are not all wrinkled up or torn. Maintaining a clean appearance ties in …show more content…

The health-care provider should always be prepared to go that extra mile when it comes to meeting the patient’s needs. It is also important that when you are approaching someone that you are aware of the body language that you are expressing. Many cues to quality are related to poor use of language and nonverbal snubs, such as hospital employees avoiding eye contact with visitors in the hospital and acting like they are not important. It is easy to not realize the language you are expressing by the way you are holding yourself. A smile goes a long way to make a patient and visitors feel welcome and …show more content…

This is also a wonderful way to give the patient and family a positive first impression. Because of how human memory works, the first and last items in any list are the ones most easily remembered. In the customer experience, the same principle holds true: the first and last moments of a customer interaction are what customers are likely to hold in memory as permanent snapshots that represent the whole event for them in memory. (Journal of Patient Experience 2014.) As far as the last moments a patient experiences in the hospital, making sure that the patient is educated and understand about their condition is imperative. For example, if the patient has to go home with a Foley catheter, make sure that you explain to them how to take care of it at home in terms that they understand. Taking the time to make out a step-by step explanation will be a great way to show that you are geared for great customer

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