Tip of the week: Provide exceptional customer service
Contemporary Long-Term Care Weekly, July 9, 2009
With the inclusion of interviews as part of the Minimum Data Set (MDS) 3.0 and Quality Indicator Survey, exceptional customer service is a requirement for a successful business model. Good customer service not only leads to increased business, a strong reputation, and improved standing in the community, but it also impacts the CMS Five-Star Rating, quality indicators, and accuracy on the MDS.
Exceptional customer service has benefits for the long-term care setting. It:
- Improves or sustains the facility’s good reputation
- Increases the facility’s resident census
- Decreases the facility’s risk for lawsuits
- Increases employee retention
- Welcomes community contributions
- Creates a positive business image
- Motivates acute care hospitals to refer patients and families
- Creates pride in employees
- Inspires confidence from families
- Establishes the facility as the facility of choice in the community
This is an excerpt from HCPro’s book, Satisfied Customers Seldom Sue, by Carol Marshall, MA.
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