Why Is Customer Service Important In Health Care

The importance of customer service in healthcare: …

Patient care should be the top priority for healthcare professionals. Unfortunately, many things get in the way of prioritizing customer service, like caring for a surplus of patients … See more

1. Discovering healthcare products and services. Searching and selecting the products and services the patient needs is the first touchpoint in the customer experience.
2. Scheduling appointments. Appointment scheduling is typically the first active engagement between the patient and a healthcare company. During this interaction, the company often collects basic information about the patient and his or her healthcare needs.
3. Appointment check-in process. Patient check-in for a scheduled appointment or a walk-in visit is typically the first in-person interaction with the healthcare company.
4. Service delivery experience. At the appointed time, the patient begins to receive services from a healthcare provider. This is definitely the patient’s most important customer service experience.
5. Continuation of care. Many healthcare experiences require more than one activity and often more than one appointment. Practitioners may need to refer patients for tests, request them to return for follow-up appointments, or refer them to other practitioners.

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