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The Angry Patient: Good Customer Service in Your Medical Practice

What about Good Customer Service?

Articles from PubMed


Customer Service Training

Changing the Corporate or Institutional Environment (Lean & Six Sigma)

Companies that Offer Exceptional Customer Service

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Funny Customer Service Videos

Free Articles from PubMed


What does the patient have to say? Valuing the patient experience to improve the patient journey.

Gualandi R, Masella C, Piredda M, Ercoli M, Tartaglini D.

BMC Health Serv Res. 2021 Apr 15;21(1):347. doi: 10.1186/s12913-021-06341-3.

PMID: 33858405 Free PMC article.


Optimizing mother-baby wellness during the 2019 coronavirus disease pandemic: A case for telemedicine.

Markwei M, Goje O.

Womens Health (Lond). 2021 Jan-Dec;17:17455065211013262. doi: 10.1177/17455065211013262.

PMID: 33926323


Crossing knowledge boundaries: health care providers' perceptions and experiences of what is important to achieve more person-centered patient pathways for older people.

Olsen CF, Bergland A, Bye A, Debesay J, Langaas AG.

BMC Health Serv Res. 2021 Apr 7;21(1):310. doi: 10.1186/s12913-021-06312-8.

PMID: 33827714 Free PMC article.


Six years of measuring patient experiences in Belgium: Limited improvement and lack of association with improvement strategies.

Van Wilder A, Vanhaecht K, De Ridder D, Cox B, Brouwers J, Claessens F, De Wachter D, Deneckere S, Ramaekers D, Tambuyzer E, Weeghmans I, Bruyneel L.

PLoS One. 2020 Nov 3;15(11):e0241408. doi: 10.1371/journal.pone.0241408. eCollection 2020.

PMID: 33141857 Free PMC article.


Using patient feedback to drive quality improvement in hospitals: a qualitative study.

Berger S, Saut AM, Berssaneti FT.

BMJ Open. 2020 Oct 23;10(10):e037641. doi: 10.1136/bmjopen-2020-037641.

PMID: 33099495 Free PMC article.


Looking to Improve Your Practice? Consider the Science of Quality Improvement to Get Started.

Valier ARS.

J Athl Train. 2020 Nov 1;55(11):1137-1141. doi: 10.4085/1062-6050-0342.19.

PMID: 33057652


"Just Because You Have Ears Doesn't Mean You Can Hear"-Perception of Racial-Ethnic Discrimination During Childbirth.

Janevic T, Piverger N, Afzal O, Howell EA.

Ethn Dis. 2020 Sep 24;30(4):533-542. doi: 10.18865/ed.30.4.533. eCollection 2020 Fall.

PMID: 32989353 Free PMC article.


Racial and Ethnic Disparities in Patient Experiences in the United States: 4-Year Content Analysis of Twitter.

Hswen Y, Hawkins JB, Sewalk K, Tuli G, Williams DR, Viswanath K, Subramanian SV, Brownstein JS.

J Med Internet Res. 2020 Aug 21;22(8):e17048. doi: 10.2196/17048.

PMID: 32821062 Free PMC article.


Patient feedback to improve quality of patient-centred care in public hospitals: a systematic review of the evidence.

Wong E, Mavondo F, Fisher J.

BMC Health Serv Res. 2020 Jun 11;20(1):530. doi: 10.1186/s12913-020-05383-3.

PMID: 32527314 Free PMC article.


Patient and clinician opinions of patient reported outcome measures (PROMs) in the management of patients with rare diseases: a qualitative study.

Aiyegbusi OL, Isa F, Kyte D, Pankhurst T, Kerecuk L, Ferguson J, Lipkin G, Calvert M.

Health Qual Life Outcomes. 2020 Jun 10;18(1):177. doi: 10.1186/s12955-020-01438-5.

PMID: 32522194 Free PMC article.

From Google Scholar

Cavallo, N. (2009). How to get the customer service your practice deserves. The Journal of Medical Practice Management, 25(2), 80-83.
What is good customer service, and how can office managers and others who deal with medical supply distributors get the customer service they deserve? This article covers the basics of good customer service, including examples of companies known for putting the customer first-Nordstrom, Disney, Johnson &Johnson, and VaxServe. Helpful tips on what to look for in a distributor include personalized service, cost considerations, dedication, knowledge, experience, helpfulness, openness, reliability, and compatibility.

CROSSNO, J. E., BERKINS, B., GOTCHER, N., HILL, J. L., MCCONOUGHEY, M., & WALTERS, M. (2001). Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service. Paper presented at the , 89(2) 170-176.
In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys. Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results. ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas.

Good, B. (2010). Customer service in the medical office. West Virginia Medical Journal, 106(3), 52.

Kenagy, J. W., Berwick, D. M., & Shore, M. F. (1999). Service Quality in Health Care. JAMA : The Journal of the American Medical Association, 281(7), 661-665. https://10.1001/jama.281.7.661
Although US health care is described as "the world's largest service industry," the quality of
service—that is, the characteristics that shape the experience of care beyond technical competence—is rarely discussed in the medical literature. This article illustrates service quality principles by analyzing a routine encounter in health care from a service quality point of view. This illustration and a review of related literature from both inside and outside health care has led to the following 2 premises: First, if high-quality service had a greater presence in our
practices and institutions, it would improve clinical outcomes and patient and physician satisfaction while reducing cost, and it would create competitive advantage for those who are expert in its application. Second, many other industries in the service sector have taken service quality to a high level, their techniques are readily transferable to health care, and physicians caring for patients can learn from them.

Mortensen, K. (2010). Customer service in healthcare with an emphasis on front office Available from Publicly Available Content Database
The purpose of this study was to determine if implementing two competency modules into a health care setting would improve customer service scores. The relevant data was gathered from the 2008 and 2009 employee evaluations. The two competencies were administered during 2009 and a pretest posttest dependent sample t-test was analyzed. The competencies were implemented to help employees feel empowered within their job functions, and to ensure these functions were being performed with good customer service skills, customer service being one of their most critical job. The results of the study determined that the introduction of these two competency modules was not significant (p = .42) and did not improve the individual customer service scores. It suggests that the SCMG should re-evaluate their process for improving customer service within the front office staff.

Mosadeghrad, A. M. (2014). Factors Influencing Healthcare Service Quality. International Journal of Health Policy and Management, 3(2), 77-89. https://10.15171/ijhpm.2014.65
The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian healthcare organisations.
Quality in healthcare is a production of cooperation between the patient and the healthcare provider in a supportive environment. Personal factors of the provider and the patient, and factors pertaining to the healthcare organisation, healthcare system, and the broader environment affect healthcare service quality. Healthcare quality can be improved by supportive visionary leadership, proper planning, education and training, availability of resources, effective management of resources, employees and processes, and collaboration and cooperation among providers.
This article contributes to healthcare theory and practice by developing a conceptual framework that provides policy-makers and managers a practical understanding of factors that affect healthcare service quality.

Scotti, D. J., Harmon, J., & Behson, S. J. (2007). Links Among High-Performance Work Environment, Service Quality, and Customer Satisfaction: An Extension to the Healthcare Sector. Journal of Healthcare Management, 52(2), 109-124. https://10.1097/00115514-200703000-00008
Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performance work systems (HPWS) and customer orientation influence employee and customer perceptions of service quality and patient satisfaction in a national sample of 113 Veterans Health Administration ambulatory care centers. We present a conceptual model for linking work environment to customer satisfaction and test this model using structural equations modeling. The results suggest that (1) HPWS is linked to employee perceptions of their ability to deliver high-quality customer service, both directly and through their perceptions of customer orientation; (2) employee perceptions of customer service are linked to customer perceptions of high-quality service; and (3) perceived service quality is linked with customer satisfaction. Theoretical and practical implications of our findings, including suggestions of how healthcare managers can implement changes to their work environments, are discussed.

Thom A Mayer, Robert J Cates, Mary Jane Mastorovich, & Deborah L Royalty. (1998). Emergency department patient satisfaction: Customer service training improves patient satisfaction and ratings of physician and nurse skill / Practitioner response. Journal of Healthcare Management, 43(5), 427.
Customer service initiatives in healthcare have become a popular way of attempting to improve patient satisfaction. The effect of clinically focused customer service training on patient satisfaction in the setting of a 62,000-visit emergency department and level 1 trauma center is investigated. The most dramatic improvement in the patient satisfaction survey came in ratings of skill of the emergency physician, likelihood of returning, skill of the emergency department nurse and overall satisfaction. These results suggest that such training may offer a substantial competitive market advantage, as well as improve the patients' perception of quality and outcome. A practitioner's repsonse to the case study is also included.

The search in GS: Google Scholar: good customer service health care office