IMPROVING PATIENT SERVICE
Communicating with Patients to Ensure Customer Loyalty

It’s not Just a Job—It’s an Adventure!
Health Care Workers Rank Highest in Prestige
“The Florence Nightingale Syndrome”
Health Care “Hot Spots” to Watch (Waiting Room, Pain Management, Infection Control, Hand-off)
Keeping a Fresh Approach: What Works

Customer “Satisfaction” is Not Enough
Patient “Satisfaction” and Patient “Loyalty” are not the Same Thing
Current Health Care Research Concerning Patient Loyalty
Processes + Personality = Customer Experience
Activity: 4 Models of Health Care Operations

Take it to the Real World
Organization/Department Vision and Values
Current JCAHO Performance Improvement Project
The Numbers (any results’ reporting that is being focused on now)
What that Means to Me in My Position
Goals for the Future

Engaging the Customer—Making Connections that Count
The Patient Experience is the Next Service Battleground
Fully “Engaged” Patients are Loyal
Levels of “Customer Engagement”
Benefits of Boosting Customer Loyalty—Census, Profits, Compliance, Image
Communication Strategies for Engaging Customers

Transforming Problems into Opportunities
3 Ways to Respond to Customer Comments
Dealing with The Negativity: An Overall Approach
Be Part of the Solution
Handling Angry, Rude, or Complaining Customers
The Facts About Complaints
Handling Complaints with Professionalism