There are many components which are required to ensure good customer service is maintained. One of the most important, in such settings, is confidentiality; any information about patients must be dealt with securely whether it is test results or date of birth. In addition to this, other components include highly qualified/trained staff, high-quality and clean facilities, correct administration of medicines/treatments and quick and accurate diagnosis. All of these factors are in addition to the one aspect which most people would consider good customer service: The attitude, personality, nature and friendliness of all staff involved.
Within this profession, the attitude of staff is more important than in many other industries. The vulnerability of the patients increases the importance of how they are treated by employees. Many patients may be upset, worried or lonely and so general friendliness will make a big difference to their experience. In addition to this, exceptional communication is required at all times. There may be patients who can’t hear very well or have trouble communicating; it is imperative that staff find ways to ensure patients understand them, especially when it comes to discussing treatment. Many patients already feel a lack of control and choice when in the healthcare system and so ensuring they remain informed and talked to about future developments is important to making them feel a sense of control.
All customer-facing industries strive to excel in customer service and it generally plays a big part in the organisation’s mission statement. It should always be a goal to meet and, indeed, exceed customer expectations as often as possible. It is important to remember that customer satisfaction in relation to customer service is how well the organisation exceeds the customer’s expectations as opposed to the organisations. Customers set the standards by which they expect to be treated.