Management Spotlight: Strive for excellence with better customer service
Jonathan McCarthy RN, MSN, CNAA, BC, MBA

Men in Nursing
June 2007 
Volume 2  Number 3
Pages 53 - 55
  PDF Version Available!

McCarthy, Jonathan RN, MSN, CNAA, BC, MBA

Jonathan McCarthy is director of patient flow at Maine Medical Center, Portland, Maine.

As healthcare providers, we know that every interaction requires some degree of customer service. From how we answer the telephone to where we wear our name badges, each action we take impacts the customer's experience. Patients and their families frequently come to us in a vulnerable state, and even small incidents can evolve into major problems with poor customer service. A national consumer survey of healthcare entities conducted last year found that only 41% of respondents felt hospitals provided either “good” or “excellent” customer service. 1 (See “ Figure 1 .”)

Figure 1: Percentage rated as providing good or excellent customer service 1 Provider of choice

In healthcare, patients typically have a host of options for obtaining care. But before we can address ...

Purchase Now !

To purchase this item, follow the instructions below. If you’re not already logged in, be sure to enter your login information below to ensure that your item is saved to your File Drawer after you purchase it.

Not a member? Join now for Free!

1) If you're not already logged in, enter your information below to save this item in your File Drawer for future viewing.

User name:


Forgot your user name or password?
2)  If you have a coupon or promotional code, enter it
here.(If not, just click Continue.

Digital Coupon: (optional)

3)  Click Continue to go to the next screen, where
you'll enter your payment details.

jQuery UI Accordion - Default functionality

For life-long learning and continuing professional development, come to Lippincott's NursingCenter.

Nursing Jobs Plus
Featured Jobs
Recommended CE Articles

Debunking Three Rape Myths
Journal of Forensic Nursing, October/December 2014
Expires: 12/31/2016 CE:2.5 $24.95

Drug updates and approvals: 2014 in review
The Nurse Practitioner, 13December 2014
Expires: 12/31/2016 CE:3 $27.95

Can Food Processing Enhance Cancer Protection?
Nutrition Today, September/October 2014
Expires: 10/31/2016 CE:2 $21.95

More CE Articles

Subscribe to Recommended CE

Recommended Nursing Articles Evidence Based Practice Skin Care Network NursingCenter Quick Links What’s Trending Events