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

Articles

• Communications in the Medical Office: Four Steps to Problem Solving 
• Crossing the Language Barrier: It’s More Than Just Words 
• Enhancing the Office Experience for Your Patients 
• Patients Define Quality Differently From Physicians 
• Higher Efficiency for Treatment and Referrals 
• What Patients Want: Doctors Who Listen  NEW 

Consulting

• 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. 

FAQs

• How to Handle Patient Complaints 

Tools & Resources

• Patient Satisfaction Survey 

Links

•   TMA Knowledge Center