Customer Service In The Health Care Field

947 Words2 Pages
bulb-icon

Recommended: Relevance of professionalism in nursing

Customer service in the health care field is much like running a business. Making a good first impression is important. Three concepts that help with a good first impression are appearance, attitude and approach. ( NRC September 2014 vol 16,no.9) These principles, if implemented effectively, will ensure that you meet the customer (patients) needs. Appearance is an important aspect of the customer service experience. Most places of business have certain dress codes. This should be no different in the nursing profession. Presenting yourself in attire that is clean and neat is essential. Making sure that if you are wearing scrubs that they are free from tears and that they are not all wrinkled up or torn. Maintaining a clean appearance ties in …show more content…

The health-care provider should always be prepared to go that extra mile when it comes to meeting the patient’s needs. It is also important that when you are approaching someone that you are aware of the body language that you are expressing. Many cues to quality are related to poor use of language and nonverbal snubs, such as hospital employees avoiding eye contact with visitors in the hospital and acting like they are not important. It is easy to not realize the language you are expressing by the way you are holding yourself. A smile goes a long way to make a patient and visitors feel welcome and …show more content…

This is also a wonderful way to give the patient and family a positive first impression. Because of how human memory works, the first and last items in any list are the ones most easily remembered. In the customer experience, the same principle holds true: the first and last moments of a customer interaction are what customers are likely to hold in memory as permanent snapshots that represent the whole event for them in memory. (Journal of Patient Experience 2014.) As far as the last moments a patient experiences in the hospital, making sure that the patient is educated and understand about their condition is imperative. For example, if the patient has to go home with a Foley catheter, make sure that you explain to them how to take care of it at home in terms that they understand. Taking the time to make out a step-by step explanation will be a great way to show that you are geared for great customer

Show More
Related

  • Bedside Manner Research Paper

    1325 Words  | 3 Pages

    “A healthcare provider’s bedside manner encompasses their medical knowledge, personality, and ability to understand the patient and communicate their concern for them.” (Britt). Although some individuals don’t see the importance of communication and emotional connection with patients in the medical field, doctors who have problems properly interacting with their patients will have a lower chance of success in healing them. Doctors receive so much education but are never taught proper bedside manners, which is the way that physicians interact with patients. In order to ensure a patient’s comfort, psychological well-being, and physical health, a physician must truly understand their patient.

    Read More

  • Examples Of Professionalism In The Workplace

    1118 Words  | 3 Pages

    According to Yoost and Crawford (2017), supports that nurse’s appearance can either instill confidence in the patient or total mistrust. Part of being professional in the work place is presenting yourself as a professional nurse. A professional nurse is clean, well-groomed, with ironed uniform. There should be no artificial fingernails; nails should be cut short. Perfumes, colognes and body odor should be avoided. The odor of cologne and perfumes can be nauseating, distressing or the patient might have an allergy reaction to it. Imagine as a patient, a nursing walks in with unwashed, ungroomed hair, wrinkly and shabby scrubs and punch of jewelry. What would you think of the nurse? In most case, the nurse will lose respect from the patient and the staff. This kind of nurse will be considered as lazy, unorganized and uncaring. I believe that the public’s perception of nurses can influence the effectiveness of nursing practice and we should be considered as the nurse provides

    Read More

  • The Importance Of Professional Communication

    1342 Words  | 3 Pages

    Upon the first point of contact between a nurse and patient, the way a nurse communicates through words, gestures or facial expressions can affect the patient's perception of the nurse. Communicating professionally helps to portray the nurse in a good light. This is important as having a positive perception of the nurse's image and behaviour is crucial to building patient trust — one of the key elements of a therapeutic nurse-patient relationship (Bell & Duffy, 2009; Wadell & Skarsater, 2007). The need for the establishment of therapeutic relationship is supported by th...

    Read More

  • Alzheimer’s Disease

    2552 Words  | 6 Pages

    ...using words your patient is used to and will understand. Clarify your message with body language, tone of voice, facial expression touch and gestures.

    Read More

  • Importance Of Interprofessional Collaboration In Healthcare

    1224 Words  | 3 Pages

    In the provision of a high quality care, many factors influence the way it is provided; however, IC is crucial. A healthy work environment would result from open communication among the staff, it would increase the employees and patients’ level of satisfaction and sense of well-being. Good communication is the cornerstone for the IC, it is a complex process which requires to develop some skills to learn how to transmit some information. One of the most common factors leading to medical errors, are due to miscommunication, sometimes because the message is not clearly sent, and others because it is not clearly received or it is misunderstood (Danna, 2015). In terms of communication non-verbal communication must be taken into consideration as well; body language, facial expressions, use of space, and touch, entail conscious or unconscious movements and gestures, also impacts the communication among the staff and

    Read More

  • Providing Quality Patient Care

    1528 Words  | 4 Pages

    “Nursing is an art, and if it is to be made an art, requires as exclusive a devotion, as hard a preparation, as any painter’s or sculptor’s work...” (Nightingale, 1868)

    Read More

  • Customer Service Case Study

    1457 Words  | 3 Pages

    1.1 Explain the value of customer service as a competitive tool Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have the skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service.

    Read More

  • Importance Of Professionalism In Medical Office

    735 Words  | 2 Pages

    Healthcare professionals in the medical office should be friendly and open. Patients entering the medical office should be greeted immediately with a smile and having a gentle touch also let the patient know you care. “Healthcare professionals in a medical office are held to a higher standard than most professions because they are dealing with the dignity of patients and the ability to be healed” (Wolff). Educating the staff to be professional in the medical office represents the office as being excellent in patient care. Patient-centered care success is required by the whole office which is treatment and patient experience, from the time they enter the office until they leave.

    Read More

  • My Experience Of A Reflection At A Work Based Learning Experience

    1341 Words  | 3 Pages

    I found the feedback the pharmacist gave me to be most effective in educating me and improving my clinical skills. The pharmacist’s comment about my lack of non-verbal communication was especially relevant. Mehrabian’s (1981) research shows that 55% of meaning is in facial expression, 7% in spoken words and 38% in tone of voice. Therefore, for more effective communication and patient education it is important that my body language is engaging and appropriate to the situation.

    Read More

  • Bed Bathing Process

    1359 Words  | 3 Pages

    Patient’s personal hygiene is a vital part of the nurse’s role. Young (1991) described cleanliness as a basic human right, not a luxury the need for the patient to physically cleansing and which would include skin, hair and nails.

    Read More

  • Customer Relations and Interpersonal Skills

    506 Words  | 2 Pages

    In the food and Hospitality industry, Working with Colleagues and Customers is an important part of the job. Customer relations and interpersonal skills are the two most important skills that a person working in that industry will need to know about.

    Read More

  • Professional Appearance: First Impressions

    970 Words  | 2 Pages

    As medical assistants, we are required to wear scrubs as our uniform. Our such uniform should not be wrinkled instead it must be in clean and neat condition. In addition, facilities require employees to wear their identification card or badges within the premises at all times. It helps the patient and other staff members, if working in a bigger facility, to identify that you are an employee. It also reassures patients that they are given proper care by a reliable and professional employee. Moreover, in a healthcare facility it is best to wear long sleeves shirt under you scrubs instead of wear...

    Read More

  • Reflection Paper On Customer Service

    1049 Words  | 3 Pages

    I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.

    Read More

  • The Importance Of Customer Service

    1518 Words  | 4 Pages

    Customer service has been around for many years. When customer service first came into place in the business world, it was in stores. In society today customer service is with any job with any company. “Customer service is not a department, it’s everyone’s job. -Anonymous”. (Walter). Customer service is taking care of your customers. Every customer needs to be treated the same with excellent customer service no matter the business or the age of the customer. All employees need to adapt to each customers’ needs in order to provide the best experience possible.

    Read More

  • Customer Service Essay

    1121 Words  | 3 Pages

    Customer Service is the act of dealing with the customers needs by giving and delivering professional, helpful, high quality service and help some time recently, amid, and after the customer's requirements are met.

    Read More

More about Customer Service In The Health Care Field

Open Document