Services - Customer Service Analysis and Training

Customer Service

More than Service with a Smile

For medical practices, having good customer service is more than a smile from the front desk or a phone answered on the second ring. Today, excellent customer service in healthcare helps your medical practice set itself apart from competing clinics and physician groups. When customer service expectations are exceeded, both patient and clinic staff satisfaction increase.

The “Wow” Factor

Derry, Nolan & Associates helps your medical practice discover its “Wow” potential – that moment that makes a customer so happy that they remember to share the experience with others.

Consider this: Your specialty practice undergoes customer service analysis. Derry, Nolan consultants meet with your staff and management to determine priority service areas through one-on-one confidential interviews. Findings indicate that while staff is generally enthused about giving good service, there are specific issues to address that will help increase staff and patient satisfaction.

After the customer service analysis, we develop customer service training that is specific to the medical practice’s needs. Your management and line staff undergo training, which may include situational scenario role play. Some common topics include:

Who Are Our Customers, Really?
Common Customer Complaints (specific to the medical practice)
Dealing with Difficult Customer Situations
Conflict Resolution (staff, patient, provider, vendor)
Common Position Stressors and How to Mitigate
Internal & External Marketing

After training and implementation of the customer service initiatives, follow-up tracking, such as Secret Shoppers and short surveys, let you know how successful training has been. You get a before and after report detailing findings and follow-up results. Derry, Nolan & Associates believe that every medical practice can achieve higher referral volume and greater profitability if the practice raises the bar for customer service excellence.

Related Project(s)

A Northwest specialty practice wanted to “go for the gold” in customer service excellence. Derry, Nolan & Associates interviewed management and staff to ascertain the level of commitment to and understanding of customer service excellence. Generally, the practice had a solid understanding of customer service in relation to patients and providers, yet felt wait times and referring provider request completions needed improvement. Internal customer service areas usually took a back seat, resulting in staff frustration. Derry, Nolan’s tailored customer service training has addressed primary issues, while restructuring of some departmental processes helped alleviate other internal service barriers.

Derry, Nolan & Associates medical practice consultants serve medical practices in the Greater Pacific Northwest: Washington, Oregon, Idaho, Alaska, Montana.