The Importance of Post-Clinic Customer Service in Healthcare
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At times, the patient journey may extend beyond clinic visits – this can be the case in treating chronic health conditions where patients are required to monitor their health conditions at home. In this regard, post-clinic customer service plays an important role in producing better health outcomes and shaping patients’ overall perceptions of healthcare quality and patient satisfaction.
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In this post, we explore the significance of post-clinic customer service and highlight some examples of good customer service practices.
Demonstrating Compassion and Empathy
Post-clinic customer service allows the clinic to demonstrate its commitment to patient satisfaction by addressing its patients’ post-treatment queries and making efforts to ensure they feel supported throughout their recovery journey. Thoughtful patient communication gestures, such as expressing genuine concern for a patient’s well-being by adopting empathetic listening, being especially careful when delivering negative medical updates or offering encouragement, can make patients’ recovery journey better.
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Asia MD’s Patient Experience Survey highlights that 63% of the respondents felt that the post clinic customer service is important or extremely important in affecting their decision to revisit the clinic for subsequent follow-ups. This feedback reinforces the value of post clinic follow-ups to achieve the best healthcare service delivery.
Strengthening Patient Relationships
The relationship between healthcare providers and patients can be further enhanced by following up with patients after their visit. It also communicates that the healthcare provider is interested in the patient’s recovery journey. This can be done through follow-up calls, emails, or text messages to check on the patient’s progress, addressing any further questions or issuing drug instruction reminders for patients, especially to the elderly or socially disadvantaged. Such interactions help build trust and strengthen the patient-provider relationship, making patients feel truly cared for.
Improving Health Outcomes
Effective post-clinic customer service can also contribute to better health outcomes. For example, follow-up calls or regular messages can remind patients to take prescribed medications, adhere to treatment plans, or schedule necessary follow-up appointments. These reminders can help ensure that patients stay on track with their healthcare plans, leading to improved health outcomes.
Post-clinic customer service is a vital component of the patient experience in healthcare. By prioritising patient follow-up interactions, providing clear communication, and demonstrating compassion, healthcare providers can strengthen patient relationships, improve satisfaction, and achieve better health outcomes.
This article was produced solely for the purpose of healthcare and medical knowledge. Not all innovations are available or approved for clinical use. AsiaMD may receive financial or non-financial sponsorship from the companies or institutions involved in these innovations. However, AsiaMD does not endorse any specific product or services in the article, in addition to the Terms and Conditions for the use of our AsiaMD.com website. Please consult your healthcare professional if you need more information.
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