Healthcare flunks customer service

Physicians' Financial News, April 29, 2008

A recent survey by a management consulting firm found that more than half of those surveyed say that hotels are better at meeting a customer's needs than providers. The negative perceptions have real consequences as well: 25% of those surveyed say they have switched or have thought about switching providers because of bad customer service experiences. One in four have used or thought about using a walk-in center to avoid a visit to a doctor's office, hospital, or clinic. Improving service will not be easy, either, say the study's authors, because better understanding of patient needs is generally not part of healthcare reform discussions.