By Myron D. Fottler
Information regarding customer support hits and misses is now extra obtainable to healthcare shoppers. amazing healthcare enterprises set the bar at a excessive point for either scientific and repair excellence. buyers who're armed with details and conscious of their strategies are deciding on prone they suspect are prepared, keen, and ready to give you the better adventure they count on. This e-book bargains a blueprint for effectively competing in at the present time s aggressive healthcare industry. It provides the theories, tools, and methods in the back of providing a good healthcare adventure via method, staffing, and structures. each one bankruptcy explores a carrier precept and offers a variety of real-world examples and present learn findings. one of several issues mentioned are making a patient-centered setting; construction a tradition during which consumers are taken care of like site visitors; education, motivating, and empowering employees; measuring carrier caliber; dealing with carrier waits; and convalescing from a provider failure.
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Extra resources for Achieving Service Excellence, Second Edition (Ache Management)
Throughout this book, we present lessons learned from benchmark healthcare and service organizations to show how today’s healthcare organizations can use their strategy, staff, and systems to provide each patient with a seamless healthcare experience. To do so, healthcare organizations must pay close attention to the three components of the total healthcare experience—service product, service setting, and service delivery system. Providing the standards in each component alone will meet the patient’s basic expectations, but excellence in all components will make a patient say or think, “They did their best for me.
Repeat business and referrals are critical to the organization’s long-term viability and profitability. Apply this concept to your own experiences as a customer. Will you patronize a business again if it made you feel central to its operation rather than merely a component of a commercial transaction? Your patients and other customers think the same way. Manage the Total Healthcare Experience In healthcare, the primary goal is to achieve a positive clinical outcome. The rest of the patient experience, however, often receives much less attention, to the detriment of all concerned.
Patients traveling outside the country to obtain surgical services (Connell 2006). Medical tourism has grown rapidly in the last decade because of high healthcare costs, long waits for some surgical procedures, new technology and skills in destination countries, lower transportation fares, Internet marketing of such services, and the globalization of the world economy. Countries in Southeast Asia, particularly India, have been the primary destinations of medical tourists. In many of these foreign-run facilities, language barriers are not an issue and the standards of care are similar to those followed in the United States.