By Stacy M. Menz, PT, DPT, PCS
Everyone loves great customer service, but what that means to each of us can be a very different thing. Almost everyone will tell you they appreciate good customer service and that they provide great customer service. The key to success in providing second to none service is knowing or discerning the needs of the person or group who is the recipient of that service1.
Then ensure you provide an exceptional patient experience.
By Michelle Collie, PT, DPT, MS
I think it’s safe to say that, from a consumer’s perspective, the health care industry is a little lacking when it comes to customer service. I’ve never heard a patient boast that their doctor’s staff greets them with a song and dance, à la Southwest Airlines. And have you ever heard of a practice that takes a page out of the Ritz-Carlton handbook and gives staff the green light to spend up to two thousand dollars on the spot to solve any patient complaint?
Medical Neighborhoods: Physical Therapy, Population Health, and Chronic Disease Management
By Russell Certo, PT
I recently returned home from the 11th Annual Graham Sessions where some of the discussion was related to physical therapy services expanding into the area of population health and chronic disease management. Last year at the 10th Graham Sessions there was plenty of conversation about physical therapists being involved in collaborative efforts with other medical providers to create “medical neighborhoods” to improve community health, now being referred to as population health. I believe these two issues are intertwined and are not mutually exclusive. Medical Fitness, Lifestyle Management, and Lifestyle Medicine are all descriptive terms for similar services.
Improving customer service in your practice: Three main areas of focus.
By Doug Schumann, MA, PMP, SSBB*
You say you want to provide exceptional customer service, but do you know what that takes? You must be willing to take an unflinching and objective look at the way you are providing service to your customers currently, and make it a priority to improve your performance going forward. In a recent Bain & Company survey, most folks reported they are providing better service than they actually are. In fact, when they surveyed 362 firms, 80 percent of the companies believed they were delivering a “superior experience.” Of those companies, only 8 percent of their customers agreed that they were delivering that same “superior experience.”1 This is a significant disconnect!