Is your customer service effecting your practice positively or negatively?

Every medical office provides customer service; it's either good or bad… to survive in the future yours better be excellent!

Quality of Care is only one standard by which your practice is measured. A patient's perception of quality of care can be destroyed by one negative encounter with office staff depending on how it's handled. This course will define Customer Service and the importance of Customer Satisfaction in the private practice.

Customer Satisfaction impacts the entire practice.

Learn To:

• Identify your internal and external customers
• Identify your patient's needs as a customer and your customer's needs as a patient
• Understand patient rights and responsibilities
• Effectively communicate vs. giving information
• Improve communication between physicians, staff and other medical personnel
• Deal with difficult people
• Understand how the interactions between staff effect customer satisfaction

Step One: Rate Your Practice's Customer Service Skills

Topics

Dealing with Patients

• How patient satisfaction is effected by time spent waiting and steps to reduce this problem
• Evaluate your time management and appointment scheduling
• Making the best first impression over the phone
• Group participation/role playing to address complaints and difficult patients
• Maintaining good patient relationships in spite of mistakes
• Why people complain and what you can do to gain the Customer Service Edge

You must excel at service to survive in a managed competition environment.

Dealing with Staff

• Learn to prevent and cope with stress in the work place
• Managing the physical facility, daily preparation, and unexpected events
• Understanding why the team must work together
• Learn why profit is not a goal, but a result
• Motivating the entire staff
• Focusing on problem solving

Legal Aspects

• Customer Service as part of Risk Management
• Rules of patient confidentiality
• Patient dismissals
• Medical record protocol

A complete customer service program for the entire staff

Customer Service Tools

• Improved organizational skills
• Creating an effective patient satisfaction survey
• Telephone communication and staff etiquette
• Improve customer relations by controlling the image projected by the practice
• Patient information brochures