The Patient Experience: Model of Customer Service

Introduction

Customer satisfaction involves measuring what individuals think or feel about the offered products or services. In the hospitals, patents are given surveys that are aimed at measuring their perspectives regarding the quality of services provided. This paper will discuss the patient experience as well as the model of customer service.

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The customer service model utilized by the organization that I am in is cheap prices and convenience approach. This model is relevant as most of the consumers have shown they have a significant preference for low prices for various health products and services. The service standards used in the organization guarantee quality services are being offered to the consumers. The staffs are trained in ways that they can use to improve customer services and the teams that show the outstanding practice of good customer services are rewarded through recognition programs.

The customer service model works well when detailed procedures and policies are put in place for workers having detailed measures of performance which are easily measured as well as being monitored continuously. Cheap prices and convenience customer service model is useful as the model has enabled limited interaction between the workers and the customers. For example, this model is useful as it supports consumers as a team. Another example indicating the model as being useful is that it enables the workers to listen to the customers.

The patient experience in my unit includes a range of various interactions which patients have with the system of healthcare. Through looking at the different aspect of the patient experience, it is easy to evaluate the extent at which patients receive care which responsive to the preferences of individual patients (Anhang Price et al., 2014). The role of nurses in the provision of effective customer services is acting as liaisons between patients and doctors who leave lasting impressions. The involvement of nurse manager is attained by having the managers getting involved in monitoring the feedback progress of the customers which changes the overall customer experience.

The method used for measuring customer satisfaction is the overall satisfaction measure. This method involves getting feedback from the customers about their opinion of the products and services they have obtained. Customer satisfaction is high, and it is maintained by deploying well-trained staff and offering the right tools required for staff efficiency. According to Al-Abri & Al-Balushi, (2014), equipping of workers with the right type of tools as are necessary for carrying out the goal of maintaining high customer satisfaction also helps in enhancing efficiency which attains a high level of customer satisfaction.

Customer satisfaction is connected to reimbursement as high customer satisfaction increases customer preference which ensures more revenue streams are consistent which impact reimbursement in a way that is positive.

Conclusion

To conclude, a healthcare institution requires ensuring that they meet patient expectations. Patient experienced may be accessed through finding out from the patients if there is something which needs to be done in the setting of healthcare. The configuration of good customer services standards is significant in making healthcare accountable to the high standards of the services being provided.

References

Al-Abri, R., & Al-Balushi, A. (2014). Patient satisfaction survey as a tool towards quality improvement. Oman medical journal, 29(1), 3.

Anhang Price, R., Elliott, M. N., Zaslavsky, A. M., Hays, R. D., Lehrman, W. G., Rybowski, L., ... & Cleary, P. D. (2014). Examining the role of patient experience surveys in measuring health care quality. Medical Care Research and Review, 71(5), 522-554.