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 ...

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