Question

CRITICAL THINKING EXERCISE 4.1 What are the consequences for a practice if patients don't return because of what might be called customer service issues? In your answer, consider the impact on staff, providers, patient care, and practice revenue. Staff members must be ready to help with anything the physician asks of them, within the bounds of ethics, law, and common sense. Primary front office duties usually include: • Greeting patients on the phone and in person • Creating the patient record and managing an electronic health record (EHR) for each patient • Generating patient letters and other correspondence • Maintaining the schedule • Providing patients with registration forms and other required documents such as Notice of Privacy Practices.

Answer 1

Answer:

The following are the consequences for a practice if patients don’t return because of customer service issues?

• If poor service is delivered, organisation’s online reputation becomes negative. Brand image is also adversely affected with this. Now-a-days patients are very quick in writing the negative reviews about their experience.
• The conversion rates will be lower. When patients are not treated properly and they are left with their bad experience which results in the bed image about the bottom-line staff.
• A dissatisfied customer, especially in-service sectors like medical service, will never choose to opt the service again if the experience is not good and ultimately it turns in to lower profits or less revenue.