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The Satisfied Patient


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A Customer Service presentation for your office staff

Published in: Health & Medicine
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The Satisfied Patient

  1. 1. FAIRFIELD COUNTY MEDICAL ASSOCIATION presents The Satisfied Patient: Customer Service Training for Your Staff Speaker: Diane Sullivan, Director of Community Relations, Ludlowe Center for Health & Rehabilitation and Cambridge Health and Rehabilitation Center Sponsored by:
  2. 2. Mahatma Gandhi…..“A customer is the most importantvisitor on our premises, he is notdependent on us. We are dependenton him. He is not an interruption in ourwork. He is the purpose of it. He is notan outsider in our business. He is partof it. We are not doing him a favor byserving him. He is doing a favor bygiving us an opportunity to do so”
  3. 3. Why is Customer Service more important than ever? Traditonal vs New
  4. 4. Sites to review to monitor your reputation:
  5. 5. Economy and HealthcareDue to decreasedreimbursement bothfrom Medicare andManaged Care thereis a need more thanever before to providequality care whichstarts with excellencein customer serviceDon’t let it slipthrough your fingers
  6. 6. Did you Know ? A typical business will only hear from 4% of dissatisfied customers-96% will just leave A typical dissatisfied customer will tell up to 20 people about his/her experience It takes 12 positive customer service experiences to make up for 1 negative experience The average business spends up to 10 times more to attract new customers than it does to keep the old ones
  7. 7. It’s a Dog’s Life How patient satisfaction impacts the practices bottom lineIts A Dogs World.mp4
  8. 8. What is Good Customer Service?Name a time when you experienced goodcustomer service…Name a time when you experienced badcustomer service…
  9. 9. How would your patients’describe your practices’ customer service? If your patients were to describe the customer service at your practice, what would they say??? What would you Like them to say about your customer service?
  10. 10. Choose Your Own AttitudeWhat You Put Out Comes Back To You!
  11. 11. What is in it for you?It makes your job moresatisfying-providing goodcustomer service makes youfeel that you are making adifference and gives you asense of pride in your workIt reduces stress and hassle-when you deliver qualityservice, you are more likely tobe productive and less likely tobe a target of customercomplaintsDemonstrating good customerservice is rewarding! Doing itright the first time makeseveryone’s job easier
  12. 12. Common Elements of Good Customer ServiceSMILEPositive AttitudeWarm CourteousRespectfulCommunicationPersonalized Service
  13. 13. Positive AttitudeSMILE- make patients feel safe and letthem know they are welcomeEye ContactWarmCourteousRespectfulStay Engaged
  14. 14. Warm, Courteous, Respectful CommunicationSmileEye ContactSay Hello-Always ask “May I help you?”Refer to Patient by NameActive ListeningFocus AttentionRespect for Patient Confidentiality
  15. 15. Personalized Service Flexibility in accommodating the patient Respect for the patients time (i.e. Can we offer a cup of coffee, a magazine?) Acknowledge the wait and apologize
  16. 16. Elements of Poor Customer ServiceIndifferentCommunicationIncompetenceDelayed ResponsesExcuses (i.e.. “We’reshort staffed”)Unwillingness to takeresponsibility (i.e.. “Itsnot my job”)
  17. 17. L.A.S.T= Listen, Apologize, Solve, Thanks
  18. 18. 100% QualityIf 99% was good enough for Customer Service in Americathen… We’d have one hour every month when our water was unsafe to drink There would be five airplane crashes every day Every week, surgeons would do 500 operations on the wrong patients The U.S. Post Office would lose over 16,000 pieces of mail every hour The IRS would lose 2 million documents every year Every minute the phone company would send 1,000 telephone calls to the wrong numbers
  19. 19. How can we provide 100% Customer Service?Know your jobBe polite and helpfulHave a positive attitudeShow an interest in the patients and theirfamiliesBe excited about your workWork well as a teamHave a sense of responsibilityBe proud of your practice
  20. 20. Understanding the Generation DifferencesSilent Generation (1927 -1945) Loyal, Respect for Authority, Self Sacrifice & DedicationBoomers (1946 – 1964) Independent, Goal-oriented, Question Authority, still workingGeneration X (1965 – 1981) What’s in it forme? Personal relationships over career, self-reliance, innovativeMillennials (Gen Y) (1982- 2000) Most diversegeneration, instant gratification, mosteducated, helicopter parents
  21. 21. Telephone Etiquette A phone call can be someone’s first impression of you and the practice Identify yourself and ask how you can help the caller Always be courteous, polite, professional The tone and pitch of your voice affects how the caller perceives your attitude
  22. 22. Telephone EtiquetteIf you can’t answer a question, ensure youwill find the correct information andsomeone will call them backMake sure the caller has no morequestionsSummarize your understanding of the callPolitely end the call with “Have a nice day”
  23. 23. Telephone Etiquette Pointers…Smile-it comes through in your voiceListen-don’t interrupt the callerGather the facts and make note of themEnsure you get contact information asquickly as possible in case the call is lostDo Not Talk to someone else while on thephone, give the caller your full attention
  24. 24. Did you Know? 87% of people’s opinions are formed based on tone of our voice while only 13% of people’s opinions are based on actual words
  25. 25. Summary of our Customers’ Expectations IF YOU CARE-IT WILL GROWCARINGPromptnessResponsivenessCourtesyProfessionalismEmpathyPersonal AttentionAssuranceReliability
  26. 26. Unhappy Customers When expectations are not met, customers become angry Don’t place blame on the customer-avoid saying things like “That patient is too demanding” Don’t make excuses or complain, look for a solution. Ask “How would you see this resolved?”
  27. 27. Celebrate Complaints !!! Many complaints are misunderstandings Listen to what they are saying, without defense Don’t interrupt, stay calm People who have their complaints successfully resolved are often more loyal customers after
  28. 28. How to respond to a complaint or concern:Listen and expressempathyTry to understand thesituation from their sideApologizeFind out what the patientand family want Usually it is something simple and easy for us to do! Each patient should be approached as a unique individual
  29. 29. How to respond to a complaint or concernInvolve your supervisor as appropriateOffer an alternativeFollow-up Let them know when you intend to follow up (& you must do so!!!!!)
  30. 30. Nurturing We all need it “Positive Strokes” Or Compliments Are A Form of Nurturing”
  31. 31. Responding To Angry Customers“Nobody Ever Wins An Argument With ACustomer”- L.L. Bean“Rule #1 the customer is always rightRule #2 if the customer is wrong, referback to rule #1- Stew Leonards
  32. 32. The Do’s and Don’t’s of Handling Angry or Difficult Customers Do:-Stand about 4’ away, at 45 - Respond, don’t react degree angle - Keep tone of voice low-Keep hands open and at and neutral sides - Acknowledge the positive-Listen Completely - Accept responsibility- Ignore tone of voice - Apologize- Pay attention, keep eye - Empathize contact- -Be sensitive to location
  33. 33. The Do’s and Don’ts of Handling Angry or Difficult Customers Don’t:-Stand in a confrontational manner-Use parental finger-Say “stay calm”- Make excuses- Be defensive- Tell them why they shouldn’t be angry- Be judgmental or accusatory- Act indifferent- TAKE IT PERSONALLY !!!
  34. 34. Lunch Bunch….They Talk but they don’t know who’s listening One day, group of health care providers went to the local diner for lunch. They were discussing how inappropriate a residents behavior was. They went on about how “crazy” she was and how they hated to care for her. Unbeknownst to the “lunch bunch” the patients daughter tapped them on the shoulder from behind and said “that’s my mother you are talking about”
  35. 35. Patient Confidentiality Keeping it Private Imagine you were patient…Discuss private issues out of earshot of other individuals
  36. 36. What are the HIPPA Violations??? Don’t discuss patients outside of the workplace All documents must be shredded and destroyed when no longer in use Only provide information on patients status to those providing care (i.e.. Pharmacist, lab, medical durable equipment, home health agency
  37. 37. Successful Employee Recognition ProgramsCelebrating going above and beyond and great customerservice. The following is an outline of our customerservice program for “Ludlowe Loot’:Earn $100 of Ludlowe Loot- Earn your choice of a $10gift card from your choice of Stop and Shop, gas card,Dunkin Donuts, or (10) scratch tickets…your prize yourchoice.Earn $500 of Ludlowe Loot- $75 gift card from yourfavorite store and lunch from our famous kitchen for oneweek.
  38. 38. LUDLOWE LOOT ONE TEAM ONE GOALThanks for going above and beyond We appreciate you
  39. 39. Any Questions??? Excellence in Customer Service is contagious, pass it on !!!
  40. 40. Thank You For Joining Us“Your position inlife and what youdo doesn’t matteras much as howyou do what youdo” -ElisabethKubler-Ross