Creating 5-Star Customer Service

Five stars
teekid/Getty Images

Sometimes, the hustle and bustle of the day prevents the medical office staff from performing their most important job — delivering excellent customer service. Although our ultimate goal is to provide quality patient care, when it comes down to what patients really rate us on is how well we deliver customer service. Take a look at your patient survey or visit your online "report card" or review of your practice.

You may be surprised at what you see, but if you don't look at it, you won't know what your patients have to say about your medical practice.

How Satisfaction Is Rated

Most patient satisfaction reviews are rated in the following way:

***** 5 Stars = Excellent

**** 4 Stars = Good

*** 3 Stars = Average

** 2 Stars = Fair

* 1 Star = Poor

Simply put, if you want 5-star reviews, then you must deliver 5-star customer service.

Most medical practices and providers are under the impression that these reviews or scores are based on the perception that patients have on the "quality" of care they received. I am here to tell you that although that is what they are supposed to represent, most patients are really measuring how they are treated.

If you are not receiving 5 Star reviews, chances are that your scores are not being measured on how well your doctors are performing but how well your office is providing customer service.

Creating 5 Star Service is not difficult. It just requires a little more effort in understanding your patients' needs.

Remember That 5-star Service Is a State of Mind

  • Patients want to feel special. Giving your patients a little more personal attention can go a long way in making them feel special. Also, physicians should also remember to always "be present" with the patient. Patients want to feel as though they are the most important person in the world while you are with them.
  • Patients want to know you genuinely care about them. Make sure you give them a warm welcome when they enter the office. No matter how busy your medical office staff is, someone should greet them as soon as they enter your office. Even if you can't verbally greet the patient, getting eye contact with them lets them know you are aware of their presence and will get to them as soon as possible.
  • Patients want you to tackle any issues that arise immediately. If a problem arises with your patient, rectify the situation as soon as possible. A patient will remember that you went out of your way to make them happy but if you don't handle it right away they will remember that too. Customer service is not about getting it perfect, it's about catering to the desires of the patient.

The best can do for your patients is give the very best you have to offer to every patient every visit!

Continue Reading