Customer service in the Hospital? Part 1

Today, I have learned alot during our 2 day Hospital Reorientation Seminar specifically on the topic on CUSTOMER CARE. The speaker of the topic was our very own Chief of Hospital, Dr. Vega. Now, alot of questions came before he started his speech and one of it was how can we have customer service in the hospital since we dont have customers. I was so shamed at myself that patients are also called customers in the sense that the hospital is also a business entity even though we are in the public service. As long as the patients pay for the service we give, they are also customers. 

The patients are the most important people in the hospital because without them the hospital, nurses, doctors and other medical practitioners will not exist. We have alot to thanks to our patients even though sometimes they are very demanding and adamant. But this can be minimized through proper CUSTOMER SERVICE. Just like anyother business establishment, we have to take good care of our customers or patients for them to patronize us. Today, even class B or even A people seek consultation in our hospital because we have pay patients and new developments like Mindanao Heart Center that handles complicated and sophisticated heart surgeries that rich people can afford. According to Dr. Vega, soon the Big Four hospitals of Davao; Davao Doctors, San Pedro, Brokenshire and Limso Hospital will be runningfor their money as long as we improve on our customer service culture. 

According to the US Survey, it shows of patients choose  IMMEDIATE ATTENTION AND TRIAGE, CARE FIRST BEFORE PAPERWORK as the basis of their admission the hospital over those SOPHISTICATED EQUIPMENTS. 

NEW HEALTH CARE SERVICE PARADIGMS:

1. Good service creates good hospital image. 

2. Good service creates loyal customers.

3. Good service increases turn over and revenues.

4. Good service custs costs.

5. Good service is therapeutic; it accelarates the healing process and recuperation.