Customer Service Idea for Hospitals

It may seem like a challenging task to respond to medical crises while, at the same time, remembering your hospital's customer service emblem. Yet, as trying as the task may be, it is essential that hospitals exhibit good customer service efforts so that patients and their families can take away a more positive experience.

Having a Website

• Good customer service can start before a patient walks through the hospital doors. Hospitals can create user-friendly websites for patients to browse to get a sense of what the facilities look like, what services are offered, what kinds of specialists are employed there and even what their visiting hours are.

Electronic Billing Systems

• Providing billing systems that are made simple for the patient shows a hospital's commitment to providing good customer service. According to IBM, electronic billing systems are being used by hospitals so that patients can avoid being bombarded by paper bills. Electronic billing systems let patients manage and pay their hospital bills by a web-based system that they can access from a computer.

Valuing the Customer

• Hospital staff are providing services to a vulnerable population of people. As such, it is imperative that hospital staff perform their duties in a way that shows the patients they are valued. For instance, taking the time to answer patients' questions can make patients feel like the hospital is showing an interest in their well-being.

Hospitality in the Hospital

• Being hospitable in the hospital can be a nice touch that patients will appreciate. According to the May 2009 article in "Ravenwerks -- Global Ethics, Etiquette and Effectiveness," being hospitable shows proper etiquette and good customer service. Offering patients and visitors food and beverages, or doing whatever can be done to make their stay as comfortable as possible, can enhance the customer service experience.

Complaint Management Systems

• Hospitals can offer good customer service by having a complaint management system in place to respond to complaints that are filed by customers. Complaint management systems show a hospital's commitment to ensuring best practices and good customer service. According to the Customer Service Action Plan by the Department of Environment, Heritage and Local Government, having an easy-to-use, visible process for filing and managing complaints can make customers feel like their grievances will be addressed.