What Are The Pros And Cons Of Customer Service In Healthcare

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Recommended: Aspects of the Affordable Care Act

I have worked in healthcare for over 13 years and I have seen the issues that can arise regarding customer service firsthand. The company I work for is starting to have trainings and meetings to improve customer service to our clients. Don’t get me wrong some strive to help the patient and go above and beyond as others are burn out and feel like they just need to get the patient in and out without really understanding the patient’s needs or concerns. Unfortunately, there is a growing concern about customer service in healthcare with Healthcare Reform happening in the US today. Of course the actual Affordable Care Act has its pros and cons, and everyone has their own opinions on the subject and what should happen. But we can all agree that the patient and care received should be the first priority before the doctors, healthcare workers and insurance companies.

In many business industries such as retail, sales, and manufacturing, customer service is a must. If the mentality of ‘the customer’s always right’ didn’t exist then these industries may not have very good success with customer service. It doesn’t always mean all customers are right all the time but it gives them the ability to work through their differences and make the customer …show more content…

The clerk assists the patient by registering and sending back to nurse for services. Once the nurse has the patient and starts with the assessment, the homeless man expresses that he is in need of other services that is not provided through the health clinic. The nurse knows that she cannot assist with this new issue but instead of just turning him away and saying we cannot help. The nurse takes it upon herself to make a call and get the patient referred to a clinic that can assist him. This is an example of a nurse going above and beyond the call of duty to help someone in

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