First few Article Sentences
Medical practice staffs juggle many responsibilities. Hectic days breed harassed and flustered employees, many of whom simply don’t have all the answers to patient questions. Big changes in operations or even ownership further complicate feelings and raise tension. During these disruptive transitions, in addition to more common ones like the addition of new physicians or implementation of new technology, is when it’s easy for patience with the patients to slip.
With the increasing changes in the hospital-physician relationship and more physician practices seriously considering selling to an integrated hospital system, Platinum Level Customer Service becomes a requirement, not an option. Hospitals expect Platinum Level Customer Service and measure results with tools such as Press Ganey as often as quarterly. Practice Managers are expected to ensure that the staff is motivated to attain consistently higher than average scores. Every phone call, every letter written pointing out a deficiency in service is taken seriously and the patient thanked for feedback that helps the organization improve processes and policies.