a. Customer service in the healthcare industry is an idea whose time has come—an

Question

a. Customer service in the healthcare industry is an idea whose time has come—and it deserves serious attention. In fact, the focus on the customer/patient should be the most important thing in healthcare—and it can be a real differentiator for hospitals. But for many hospitals, patient experience is about making and keeping patients happy, which misses the point completely because patient experience is also about a hospital’s philosophy about the delivery of care. Yet too many doctors spend hours improving their medical knowledge, without thinking about improving their approach to patient care. Think and explain at least 2 improved customer service practices that you recommend to be implemented within any health care organisation. b. It is important to manage records, reports and recommendations for improvement within the organisation’s systems and processes. Describe how the records, reports or recommendations for improvements are managed within your workplace.

Explanation / Answer

a. Personally speaking, I recommend the below customer service practices to be implemented in healthcare organizations as a means to improve the customer service experience-

b. It is important to manage records, reports and recommendations for improvement within the organization’s systems and processes. Describe how the records, reports or recommendations for improvements are managed within your workplace.

I worked in a publishing multinational company where the records, reports and the recommendations for improvements were effectively managed in a structured way. The records, reports and recommendations were stored safely in a shared drive which does not provide access to be edited or deleted. Recommendations for improvements were considered as part of the competency framework. Continuous improvement was the focus of the company in each and every activity of the organization. Hence, improvements were encouraged for the records and reports. There were several reports that are used for the process. Each report has a code which is numeric alpha along with the description of the report. The reports were generated using Excel macros and it was handled only by specific members of the team. No other employees were provided access to edit or delete them. The reports can be customized as required by the team members and it is based on special requests. The reports and records were maintained in a shared drive which was highly secured in all aspects.

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