Every industry faces the challenge of providing exceptional customer service. This is especially challenging in healthcare. In every business, the customer comes first, but in healthcare, it must be balanced with what we know is best for the patient, with the acknowledgement the patient is not necessarily wanting to be the “customer.”

In a recent Becker’s article, VP of Ambulatory Surgery at Novant Health, Carole Guinane’s book, “Improving Quality in Outpatient Services” (CRC Press, 2011) is discussed. The article provide 10 tips from the book for creating an outpatient environment that results in great customer service.

1. Keep wait times to a minimum
2. Make a good impression
3. Be open and honest
4. Don’t blame the customer
5. Ask Questions
6. It’s not a meat market
7. Follow through
8. No medical mumbo jumbo
9. Work as a team
10. Relate to the person

These are all great guidelines for any industry, but as we push further into value-based healthcare, they become even more significant concepts to follow.


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