131 wk 5
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131
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Communications
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Jan 9, 2024
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HCS/131T: Business Communication Skills For Health Care Professionals
Wk 5 Discussion - Measuring Consumer Relations [due Thurs]
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Discussion Topic
Imagine you are the manager of the medical records team for a regional managed health care organization with 40 locations across the state. Your department handles the medical records for all locations. Your team receives requests from patients, attorneys, insurance companies, and internal and external clinicians. Your leader, the director of medical records and billing, would like to know how effective your team’s relationships with its customers is.
Instructions:
Due Thursday:
Post a substantive response that addresses each of the following components (minimum 175 words):
How would you find out how the customers feel about your team’s work?
Would the way you measure consumer relations depend on the type of customer? Consider whether you think the way you measure customer satisfaction of internal customers, such as clinicians and other employees, should be different than external customers, such as patients, insurance companies, attorneys, and clinicians at other health care organizations.
What things do you think would be most important to measure to show effective consumer relations? Some important metrics might be how quickly an issue was resolved, how knowledgeable or friendly the
records specialist the customer interacted with is, how accurate the information received was, or how satisfied the customer is with the service they received.
Why are effective consumer relations important in health care? How might consumer relations matter to you in your current health care job or a future health care job?
I believe the best ways to find out how customers feel about your team is through using surveys and if possible, use the services yourself. I work at a facility for veterans, and I am a veteran myself, so I can relate to the patients/customers when I speak with them. I understand the frustrations and the processes at our facility, so I am able to connect with them and get great feedback on what we are ding
well or what we are not doing well. Using surveys is another way we get very valuable feedback. Each area has their own survey for patients, and we do quarterly surveys for employees.
Effective consumer/patient relations are important because these are the relationships correlate directly
with the quality of care that the patients get and establishing a trusting relationship with their care team. I feel that if these relationships are ineffective the patients are more likely to look for another provider, take their healthcare elsewhere and less likely to confide in their health team.
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