The following are seven points to consider in patient satisfaction and customer service improvement according to a report from Forbes.
1. Provide care on the patient schedule. Avoid unnecessary waits and make staff as accessible as possible.
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2. Take as broad an approach as possible to HCAPS improvement.
3. Take a systems approach to customer service. This means knowing how to physically achieve customer service goals — how long processes take, how many employees are necessary and how components must fit together.
4. Nonprofit centers should work on helping their employees communicate their missions to patients.
5. Crack down on inappropriate workplace behavior, bullying and discrimination.
6. Train all employees to handle customer complaints and concerns, even if this means training them to redirect complaints to the appropriate employee.
7. Consider how nonverbal cues and imprecise language use play into customer service.
8. Strive for a blame-free, transparent work environment. If mistakes are repeated, consider that it might be the fault of the system, rather than the fault of the employee.
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