Service Culture

As a provider, why do you need to bother about customer service (or patient care)? Isn't it enough to focus on ensuring that the right diagnosis is made and the correct medication is prescribed?

Many facilities will have this mindset, and it is not unreasonable, considering the challenges they already face in trying to deliver the right treatment outcomes.

But below are the reasons why you should take customer service more seriously within your healthcare practice.

1. Improved customer loyalty

Customers will keep going to where they are treated well. Many patients would rather go to a hospital several kilometres away, even though there is a comparable one on their street. Why? Because of the quality of service and care received.

2. Strong brand reputation

A genuine orientation towards customers will enhance your reputation as a healthcare facility. And this has a lot of benefits, especially in winning you even more customers who trust you to meet their needs.

3. Employee satisfaction

Where customers feel appreciated and properly served, even your employees will benefit from the positive atmosphere it generates. The customers are more pleasant to interact with and your team members do not have to go through so much stress to get their challenges addressed. It creates a thriving work environment for everyone leading to better employee retention.

4. Referrals

Satisfied customers are your best marketers. They will broadcast your facility to the world!

5. Increased profit

And, of course, when a patient is pleased with the service received in your facility, they won't mind paying more for the treatment they are given. To their minds, a higher price for excellent service is not a bad deal. And this is simply good for the long term health of your business.

Thank God It's Monday!

Who is a Servant leader?

'It is someone who...refuses to use people as means to an end - who always asks, "Am I building people up, or am I building myself up and merely using those around me?"

A servant leader creates an atmosphere of "transparency" in which all relevant information is shared openly, so that everyone has an opportunity to make responsible decisions.

Finally, a servant leader lets go of command-and-control methods, and creates a culture that allows everyone to grow into leaders, stretching their own God-given talents.'

(from 'Total Truth' by Nancy Pearcey, p. 375)

Have a flourishing week ahead!

Leadership is built on love and nurtured by humility.

Leadership aims for excellence.

Leadership can ride on a position but is not tied to it.

Leadership is the gift of oneself for the good of many.

Leadership is a tree inviting multitudes to sit under its shade.

Leadership exalts others.

True leadership is the need of the hour.