By Editor-in-Chief, Concierge Medicine Today
I love finding new books and sending them to some of our Physician-friends who just get it right away. I know that by doing this they’ll lean in, listen and process and ultimately, they’re changing the world of healthcare one patient at a time.
One author I came across and had the pleasure of meeting a few months ago focused her passion and energy at various successful businesses you and I know and use talked about the importance of employee experience vs. customer service. This is a VERY, VERY insightful article FOR your medical staff and Admin. in the front office. Given concierge medicine IS in the business of customer service (sorry if that term is offensive) — Author, Elizabeth Dixon in her book, The Power of Customer Experience writes … “The customer experience will never be better than the current employee experience.”
Wow. Great point.
So how do you improve customer service on the staff level in your practice?
Well, here’s an idea … start with evaluating the “tension points” that mount up during the day between your staff and the Patient. Are they occurring at the front of the visit, the middle, the end? There’s a journey EVERY Patient takes from the moment they arrive.
Here’s a great article to help identify some “tension points” that focus on “insider-itis”, a virus all too common in healthcare.