Customer Service Top 10

1. Customer Service Top 10 Anthony Armstrong, MPT EIM Business Management Course

2. Goal • To create an environment that the patient will want to return to because of a positive experience and outcome • Our company promotes the 3 A’s: • Atmosphere-clean, welcoming environment where patients have fun and feel they belong • Access- ease of access to clinic and availability of appt times • Ability- emphasis on clinical knowledge, skill, and professionalism

3. Goal • The 3 A’s are the basis for our customer service philosophy and are an easy way to guide/inspire our daily work ethic to ensure that these are met • Considering this, the following traits are vital in accomplishing these goals

4. 1. Compassion • We are in the field of caring and this should be the foundation of our practice • Be empathetic to the fact that the pain each person is experiencing is real and they should be treated accordingly

5. 2. Active Listening • Attempt to understand the patient’s perspective concerning their pain • Doctors typically interrupt patients within 18 seconds • Confirm your understanding by reiterating what you believe they are trying to convey • Develops rapport by ensuring clinician and patient are on the same page

6. 3. Kindness • Create a memorable experience through emotional engagement • We are more likely to be remembered by the experience we provide, so always go the extra mile • Patients often remain loyal beyond clinical skills

7. 4. Enthusiastic Attitude • Takes the same amount of energy to provide good service as it does to provide mediocre service • It is important to keep a positive perspective- we are blessed to affect people the way we do every single day!

8. 5. Communication • Staff consistently and clearly communicates expectations and tasks to the patient • Staff is not afraid to admit when they do not know something, but is also eager to pursue an answer and learn from it

9. 6. Flexibility • We work in an environment that constantly requires adaptation to changing schedules due to cancellations and add-ons, high patient volumes, various personality types, and diverse/multiple diagnoses • Ultimately, one must possess the skill to overcome and adapt to this constantly changing environment

10. 7. Non-Verbal Recognition • So much of what we do relies on the recognition on non-verbal cues to keep patients comfortable and satisfied. Are they: • Overstimulated by a busy environment? • In pain with an exercise or treatment technique? • Distracted and not paying attention to form with exercise? • Unmotivated to participate? • And if so, why? And what can we do to fix it?

11. 8. Smile • Studies have found that those who smile in less than 15 seconds of meeting are perceived as friendly • Simplest form of customer service • Promotes approachability • Chinese proverb: “A man without a smiling face must not open a shop”

12. 9. Knowledgeable • While vital, may not be the most important when all other customer service traits are considered • However, is absolutely essential when developing and building a practice

13. 10. Accountability • Assume responsibility for all of your clinical decisions, basing them on sound reasoning • Follow through to complete tasks • If you are wrong, readily admit it and take the necessary steps to correct a mistake

14. Evidence-Based Constructs of Customer Service to Consider • Time spent with patients was the greatest determinant of patient satisfaction in PT(1) • Pt satisfaction is 3 times more likely to be rated as “completely satisfied” when they received their entire course of therapy from one PT(2) • The ability of health professionals to demonstrate empathy (3) and generate a trusting, cooperative environment with patients (4) facilitates pt compliance • Helping patients feel comfortable discussing concerns or perceived difficulties with recommended treatment improves both compliance and pt satisfaction (5)

15. Conclusion • Develop strong rapport through excellent customer service by: • Creating an environment where patients feel welcome • Displaying genuine care and empathy in order to establish patient trust and comfort • Instilling pt confidence in our knowledge and skills • Effectively educating patient’s through appropriate language • Empowering patients to participate in treatment planning and feel responsible for the outcomes

16. References • Beattie, Pinto, Nelson, Nelson. Patient satisfaction with outpatient physical therapy: instrument validation. Physical Therapy June 2002 vol. 82 no. 6 557-565. • Beattie, Dowda, Turner, Michener. Longitudinal continuity of care is associated with high patient satisfaction with physical therapy. Physical Therapy October 2005 vol. 85 no. 10 1046-1052. • Luborsky, McClellan, Woody, O’Brien. Therapist success and its determinants. Archives of General Psychiatry. 1985 vol 42: 602-611. • Langer. Culturally competent professionals in therapeutic alliances enhances patient compliance. J of Health Care for the Poor and Underserved. 1999 vol 1:19-26. • Waeber, Burnier, Brunner. How to improve adherence with prescribed treatment in hypertensive patients. Journal of Cardiovascular Pharm. 2000 vol. 35: S23-26.