When patient meets provider--opportunities lost.
Healthcare customers demand the highest levels of service in all aspects of their healthcare experience. Sometimes, though, they do not receive the expected level of service. What are some of the critical customer service failures identified by patients, and what can health-care facility staff members do to rectify those failures? The following article presents passages (in italics) from one patient's recent experiences at a hospital. After each passage, the author analyzes the patient's encounters with failures in customer service.
Wolfskill
S J
SJ
D005377:Financial Management, Hospital / Q000592:standards*; D010350:Patient Credit and Collection / Q000592:standards*; D017060:Patient Satisfaction; D014481:United States