Patient Experience Best Practices That Every Business Must Do
Shep Hyken interviews Jennifer FitzPatrick, founder of Jenerations Health Education and author of Reimagining Customer Service in Healthcare: Boost Loyalty, Profits, and Outcomes. She talks about how organizations can de-escalate complaints, reduce malpractice claims, and promote better healthcare outcomes by improving patient experience.
“Good customer service and patient experience make clinical outcomes better.”
“Train your people to do the right thing for your patients or customers, don’t assume they know. Make sure that anybody who comes into contact with the patient and the patient’s family members, from doctors to billing and housekeeping, are properly trained on customer service.”
“The stakes of good customer experience are much higher in health care than in other industries. It can be life and death.”
“Ask your patients how you can make their experience better. You may not be able to provide exactly what they are asking for, but you can get a little closer to de-escalating their complaints or helping them feel less stressed.”
Jennifer L. FitzPatrick is the author of Reimagining Customer Service in Healthcare. As the founder of Jenerations Health Education, Jennifer helps organizations develop happier healthcare customers.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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