Patients Plus: Delivering Customer Service For Better Patient Satisfaction

Customer service in a medical setting has a unique set of challenges specific to providing first-rate healthcare and patient satisfaction. Among these challenges are such issues as patient privacy, high volume, and management of people in crisis. Unlike customer service interactions conducted in non-medical settings, those involving patients and their families are additionally stressful because of their reasons for needing medical attention. This guide introduces tactics for providing great customer service in a healthcare setting. Topics include calming upset patients and families, rephrasing messages such as "I don't know" and "I'm not sure how much longer this will take," and handling difficult situations with confidence and competence. While it can be used on its own, this book is best used for the first time as part of instructor-led training.