In health care: It’s not a customer service problem. It’s communication.

Over the past year, I’ve read countless publications concerning the relationship of customer service and patient care. Many have alluded to the fact that customer service in health care is not only unfeasible, but also detrimental to patient care. As a huge proponent of customer service, it was quite natural to take a defensive stand, posturing against these “absurd accusations.” Over the years I’ve learned, quite often the hard way, that natural, spontaneous responses, although with honorable intentions, often lead to more confusion and conflict. I elected the mature and enlightening response of stepping back from the situation and listening and investigating the topic at hand. What did I learn? That I totally agree with these guys. I agree that the average consumer whether in health care or retail has his or her own set of standards. It’s absurd to cater to all requests when in health care in the same fashion as a car dealership or gourmet restaurant. I agree that this could result in detrimental health care. Giving antibiotics and performing invasive tests simply because “it’s what the patient wants” is ridiculous. So I’m currently a staunch supporter of the arguments by these credited publications and professionals, agreeing whole-heartedly. But this is where our paths take a monumentally different course. It’s in the definition of customer service. It’s so different that maybe we should use an entirely new term. It’s like comparing an apple an...
Source: Kevin, M.D. - Medical Weblog - Category: Journals (General) Authors: Tags: Physician Primary care Source Type: blogs