Abstract

Patient Service Vs. Patient Experience. What Is the Difference Between These Two Scenarios?

by Cook Andrea

Patient Service Vs. Patient EXPERIENCE. What is the difference between these two scenarios we are all too familiar with? Customer service is the bare bones transaction between a patient and an office. Customer experience is when team members are there because they want to be and because they realize the importance of their position in the office. We will discuss the differences and how each team member can make every interaction with your patients a true customer experience. These experiences will build your reputation and a team of all stars that can deliver one at every opportunity. A review of the clinical reports that can guide a team to implementing solutions that address the pain points of an office will reduce the stress in the office. Understanding what the issues are based on factual information as opposed to how it "feels" is the best way to make sure true issues are addressed. These tools will provide you and your patients with a true EXPERIENCE at every visit in your office.

Learning Objectives

After this lecture, you will be able to define what is a patient centered practice
After this lecture, you will be able to determine the difference between Patient Service and Patient Experience
After this lecture, you will be able to evaluate your clinical reports