Customer Service in Healthcare – Yes It Can Exist!

Friday, October 14th, 2005
This post was written by Melanie Matthews

Like most people in the United States, it’s not often that I’m struck by the customer service given in the healthcare industry. But this week I have to admit I was.

My almost three-year-old son had his first visit to the dentist office and two days later, he received a letter in the mail welcoming him to their practice. It was a friendly, conversational, personalized letter that left me with a very positive view of this practice – I am sold on this practice!

This simple letter probably took only about three to four minutes to write, sign and mail, but will, I believe, have a greater impact than they even know. I have told at least the proverbial 10 people — this time on the good side — about this letter since receiving it – and I only got it yesterday. I’m even writing about it here!

There are so many times that the customer touch points in the healthcare system fall short of anything related to customer service – and yes, patients and members are customers. I challenge all healthcare provider and payor organizations to take a look at their touch points and see what small changes you can make that might have such a big impact.

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