Patients are a hospital’s most vital asset. Without them, you wouldn’t exist. That’s why it’s imperative that hospitals demonstrate superior customer service skills to wow patients and excite a community.
Any wise administrator wouldn’t need to question whether or not his or her facility needs a customer service training program. Proof is in the pudding, so to speak. If your scores aren’t in the 90 percentile and are trending downward, the time to take action is now.
There are many reasons a hospital should opt for an ongoing customer service training program. Below are five that immediately come to mind:
Reason No. 1: HCAHPS Scores
The Department of Health and Human Services launched a program where Medicare reimbursements will be based on care quality, not just the services your hospital provides. In a nut shell, if your team delivers poor customer service and that experience is reflected on the patient’s HCAHPS survey, your hospital could stand to lose tens of thousands of dollars (or even millions depending on your facility) in reimbursements. I don’t know about you, but poor customer service sounds like a foolish way to lose critical funding.
Reason No. 2: Patient Expectations
When you’re sick or in pain, the last thing you want is to put up with a nurse, receptionist, or physician with a bad attitude or who isn’t showing compassion. Patients expect for their experience to be seamless and without hassle. Wouldn’t you expect the same?
Reason No. 3: Word-of-Mouth
Personal experiences are far more persuasive than any mass communication campaign you can run. If one patient has a bad experience at your facility, their family and friends will hear about it. Negative word-of-mouth can cause great harm to your hospital’s reputation.
Reason No. 4: Employee Satisfaction
Let’s face it, nobody likes to work with grumpy colleagues. Poor attitudes trickle down to poor customer service. It affects patients and internal morale. High employee satisfaction will often coincide with positive patient satisfaction. Spread the love.
Reason No. 5: Competitive Advantage
Exemplary customer service offers a way to differentiate your hospital from others in the region. As regulations continue to hold healthcare facilities accountable to patient satisfaction, competitors are likely to focus on customer service operations and improve patient experiences.
Having the right attitude and being responsive in the event of a complaint is key to turning a negative experience into a positive one. With the appropriate training and empowering your team, your hospital can make strides toward high patient satisfaction—it just takes work.
An ongoing customer service training program doesn’t have to be expensive to work. In fact, it should be seen as an investment to potentially save your facility tens of thousands (if not millions) of dollars in reimbursements. Contact me today to learn more about my affordable, on-site customer service training programs. You’ll be glad you did.