Customer service counts in case management
Case Management Monthly, September 1, 2009
This is an excerpt from a member only article. To read the article in its entirety, please login or subscribe to Case Management Monthly.
Customer service is receiving a great deal of attention in healthcare organizations as we grapple with how to meet the needs and expectations of all the individuals and groups we call customers. Pay-for-performance regulations and increasing competition for patients has created an interest in how every employee affects customer service and satisfaction outcomes. Certain attributes of customer service hold true across industries, but some unique attributes of customer service pertain to healthcare and case management.
Customer service has different views depending on a point of reference. First, we must establish who our customers are. For case management, customers include patients, families, physicians, other members of the healthcare team, payers, regulators, and the community. Each has a unique perspective and needs.
This is an excerpt from a member only article. To read the article in its entirety, please login or subscribe to Case Management Monthly.
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