CMW sneak peek: Customer service counts in case management
Case Management Weekly, October 7, 2009
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by Patricia Thomas, PhD, RN, assistant professor and coordinator for the clinical nurse leader program at the University of Detroit Mercy
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 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.
First, establish who the customers are. Case management’s customers include patients, families, physicians, other members of the healthcare team, payers, regulators, and the community. Each has a unique perspective and needs.
Research has shown that healthcare consumers want:
- Empathy and respect
- Positive outcomes
- Relief from symptoms
- Information and easy access to the information
- Empowerment
- Control of decision-making
- Amenities, cleanliness, and convenience
- Cost effectiveness
- Explanation and understanding of instructions
Additionally, healthcare consumers believe the human touch is an important part of customer service. They prefer personal care and service. Patients anticipate and expect speed and attentiveness. However, they don’t necessarily view automation and technology as enablers. Technology is often seen as an obstacle to personal care, although patients also desire innovative, cutting-edge interventions. Doing both requires a delicate balance.
Check out the September 2009 issue of Case Management Monthly to read the full article, and discover the benefits of becoming a Case Management Monthly subscriber.
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