One of the most difficult distinguishes to make in the healthcare industry is the role of the customer service and the patient experience against the efficacy of the patient care (Torpie, 2014). However, in order to treat the whole patient and not only consider the immediate medical need, it is more important to establish the conditions of commonalities rather than distinguish between the two (Anhang, et al., 2014). In other words, the patient experience and customer service approach are as essential to the overall health of the patient as is the immediate care provided. Based on this assertion, a conceptual model of the interrelationship between the business portion of the customer and the healthcare portion of patient care and experience, has been integrated to promote the overall health of the patients.
Three criteria are utilized to determine the effectiveness of this model. The first of these is direct communication with the patient through conversation or feedback. The second involves the reconciliation of financial obligations and the third involves the patient’s adherence to the medication and healthcare recommendations. If the patient is satisfied, then they will better follow these recommendations. The organization has recognized that patients who are satisfied with their care are less likely to have unpaid medical bills which lowers the healthcare cost for all patients. Therefore, incentives in the facility have been implemented. The patients are regularly encouraged to communicate any issues which are quickly addressed.
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The role of the nurse is evident through this front end communication. This has increased the patient satisfaction according to the follow up surveys. Medication adherence has been documented through a reduction of readmissions. As patient satisfaction has been directly linked to improved outcomes and a reduction of healthcare costs, physicians and facilities have been measured based on these scores to determine efficacy and the schedule of reimbursements (Berkowitz, 2016).
- Anhang Price, R., Elliott, M. N., Zaslavsky, A. M., Hays, R. D., Lehrman, W. G., Rybowski, L. ,… & Cleary, P. D. (2014). Examining the role of patient experience surveys in measuring health care quality. Medical Care Research and Review, 71(5), 522-554.
- Berkowitz, B. (2016). The patient experience and patient satisfaction: measurement of a complex dynamic. The Online Journal of Issues in Nursing, 21(1).
- Torpie, K. (2014). Customer service vs. Patient care. Patient Experience Journal, 1(2), 6-8.
