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The Value of Customer Service
Patients increasingly see themselves as consumers of health care and look to their physician for better, more efficient, and more effective service. Recognizing the value of excellent patient service is a critical component of medical practices' success. What behavior is likely to aggravate patients the most?
Not being greeted or being ignored by front office personnel;
Rude telephone treatment: long or abrupt holds or unreturned phone calls
General disrespect of people's time such as long waits or overbooking
Avoid the Jargon
Communications in the Medical Office: Four Steps to Problem Solving
Communicating With Patients Who Are Deaf or Hard of Hearing
Crossing the Language Barrier: It’s More Than Just Words
Do You Have to Provide a Translator?
Enhancing the Office Experience for Your Patients
Fees for Copying Medical Records
Help Medicaid Patients Keep Appointments With Free Rides
Help Patients Make Wise Choices About Treatment Options
Higher Efficiency for Treatment and Referrals
How to Tell Patients About Your Online Practice Tools
New Technologies Help Build Strong Patient Relationships
Patients Define Quality Differently From Physicians
Style Matters in Written Instructions
Tell Your Patients What They Want to Know
What Patients Want: Doctors Who Listen
Customer Service Training
TMA practice consultants can provide your practice staff and physicians with a customized training session to improve your customer service skills and practice image.
How to Handle Patient Complaints
Tools & Resources
Patient Satisfaction Survey
TMA Knowledge Center
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