Making Customer—Service a Priority in Health Care Organizations

Abstract

Improving customer-service in health care organizations has been linked to better patient care, satisfied staff, a reduction in preventable medical errors, fewer malpractice lawsuits and improved revenue. However, it has been observed that there is sometimes a gap between the level of customer-service provided by health care organizations and their clients' expectations. This paper integrates, synthesizes and extends theory and practice from existing literature to provide health care organizations with strategies for closing this gap. Methods are also outlined for creating, implementing and evaluating an organizational plan for improving customer-service.

Improving Service Delivery Through Provider Training

“…While private health care organizations in the United States have evolved to a more customer-focused approach to service delivery (O'Hagan & Persaud, 2008), the VHA preserved older models centered on the traditional approach of cost minimization and efficiency (Rosenbloom, Kravchuk, & Clerkin, 2009).…”