Customer service can at times be challenging even for the best of representatives in the field. With health care when it comes to patient satisfaction it starts with patient experience. Being able to be warm and using empathy for patients can lead to better patient satisfaction and thus providing a gratifying experience. Even the most difficult of patients can be found to be satisfied when the experience between them and the representative is on a more caring level and not just another number in the line.
- Micah Solomon interviews James Merlino, M.D., President and Chief Medical Officer for Strategic Consulting at Press Ganey Associates, about patient satisfaction and experience.
- They discuss how to provide health care professionals with knowledge and skills, which can be used to interact mindfully with their patients.
- By going back to basics, as well as researching innovative new ideas, both patients’ needs and health care workers’ needs, can be met.
“[In healthcare], we are in the ultimate service business: there is no tighter, more personal bond that exists in any business than that of a caregiver and a patient.”