Measuring Effective Consumer Relations in Healthcare Settings

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School

Park University *

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140

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Health Science

Date

Jun 11, 2024

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Uploaded by ColonelUniverseWalrus31

New Group 1 20 Responses | 45 Replies Jody Monk 4/23/24, 4:25 AM Medical and Health Information Manager Hi Class! Imagine you are a medical and health information manager and lead a team in 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.  Question 1- How would you find out how customers feel about your team’s work? Answer- You might use surveys, reviews, ratings, testimonials, social media, or direct communication. Whatever the sources, you need to have a system to track, analyze, and report the feedback. You can use tools like CRM software, dashboards, or spreadsheets to organize and visualize the data.  Question 2- 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 of external customers, such as patients, insurance companies, attorneys, and clinicians at other health care organizations. Answer- The method of measuring consumer relations would indeed depend on the customer. The principle foundation of measuring consumer relations involves understanding the customer's needs, expectations, and experiences, which are highly individual and could vary significantly between different customers. Consumer relations help to ensure that patients and their families receive the best possible care and also helps to build trust between patients and providers, which is essential for maintaining high-quality care.

 Question 3- What 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. Answer- Important metrics to measure include issue resolution time, staff knowledge and friendliness, information accuracy, and overall customer satisfaction. Effective consumer relations are important in health care as they contribute to patient loyalty, trust, positive reputation, and quality improvement. Practices can solicit feedback from patients in a variety of ways: phone surveys, written surveys, focus groups or personal interviews. Most practices will want to use written surveys, which tend to be the most cost-effective and reliable approach.  Question 4- Why are effective consumer relations important in health care? How might consumer relations matter to you in your current health care job or in a future health care job? Answer- Effective consumer relations in healthcare are important because they foster trust, communication, and satisfaction between healthcare providers and patients. When patients feel valued and heard, they are more likely to adhere to treatment plans, follow up on appointments, and have better overall health outcomes. Edited by Jody Monk on Apr 23, 2024, 4:25:30 AM Tammy Williams, PhD, MS, Rn 4/22/24, 6:16 AM Class- Great week of discussion! I think we all agree we need feedback to know what we are doing well and what we need to improve upon. You have to have a good team to work for you/with you AND then you have to provide them with the tools for success! It is important to collect the data, but you also need to use it to inform and drive change. Dr. W Show Replies (3) Tonishia Boyle 4/18/24, 9:59 PM Hello class,

I would find out how customers feel about my teams work by setting up various ways for them to provide feedback. Perhaps I would provide a link to complete a survey and this information would be located at the bottom of the request form or e-form. Perhaps there is also an email address where customers can send feedback and comments. The way to provide feedback can be the same for internal or external customers. Although for internal customers there should be communication in person, via email, or over the phone in real time regarding issues. I think turn around time or timeliness, customer service, and accuracy are al important metrics when obtaining feedback. Effective consumer relations is a key component of patients receiving quality care. Not handling tasks in a timely matter, having good customer service, and accurately completing tasks can ultimately have a negative impact on a patients health. This also has a negative impact on a health care organizations reputation which can have a negative impact on patients wanting to go to your organization. Show Replies (8) Trenova Heard 4/18/24, 9:20 PM Hello class, I think I would have people take surveys or if they come in for a visit I would have them drop a ballot or something into a drop box when they leave. Yes, I do believe that the way you measure a consumer's relations most definitely depends on the customer, whether it's internal or external. Measuring customer relations is understanding the person's needs, wants, and expectations. I think keeping a customer happy like being able to get things done in a timely fashion showing how well you perform your job and answering questions that the customer needs for things to run smoothly. Effective consumer relations are important because they show the patients and the patient's families that their relatives will receive good care and it will help build a trusting relationship with the patients and their families. Consumer relations will matter to me in my healthcare career job because I would want to know that I'm doing all there is to keep my patients and their families happy to keep an open and honest relationship with them. Show Replies (4) Tia Hampton 4/18/24, 8:22 PM Hi class,

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How I would find out how our customers feel about our team work is to send out some surveys. I think that with doing that you can see where you all stand as a team good or bad. No the way that o measure customer service does not have to do with what kind of customers. There is a standard customer service that should be meet no matter what kind of customer. With all types of customers I believe that their is alway a relationship to be build and standards to be met. I believe that communication and respect is an important measure because with not can improve or build a good customer service relationships. Effective consumer relations are important in health care because you want people to feel comfortable no matter what side the consumer is on. Especially if it’s a establishment that the worker or patient has to come back to often. Consumer relations is very important with my health care job that I have now. I work with hospice and with clients of all kind and it is important that be have a good relationship with all clients being that the end of life is already a tough subject and time to go through. Show Replies (2) Jazlyn Harris 4/18/24, 7:30 PM Hello Class, Personally i believe the best way to find out if our customers/patients are being satisfied is by creating a point system along with a survey. The point system would range from 1- 10 (with 10 being the highest rating). After each business quarter we can hold meetings and discuss the weakest ratings and the strongest ratings while offering training and positive feedback. We would also encourage the same thing for our surveys because our patients and customers would be able to give us specific details on what we need to work on as a team and improve where we are lacking. Our team would also specialize in insurance help, prescriptions and care instructions for the patients and families to ensure that everyone is getting the same care. While each patient is different the goal for everyone is to have good health care and equality. We can also work on ways to implement plenty of one on one time with the doctors, nurses and patients. As everyone

becomes more familiar with each other our consumers will begin to feel more comfortable with our staff creating a warmer environment in the office. Show Replies (5) Krystle Jones 4/18/24, 6:56 PM Good evening class and Dr. Williams. How would you find out how customers feel about your team’s work? The way to find out how customers feel about my teamwork would be to provide opportunity for reviews. This would allow customers to provide feedback regarding their experiences with the organization. This a great way to find out if my services need improvement and can indicate if my patients are satisfied with the organization. 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 of external customers, such as patients, insurance companies, attorneys, and clinicians at other health care organizations. I think the way I would measure consumer relations would depend on the type of customer, whether it is external or internal. The reason why it is because external and internal customers have different expectations and needs. Their experiences may also be different from one consumer to another. What 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. I think that trust and empathy would be most important to measure to show effective consumer relations. I feel that the relationship must be mutually beneficial, and it should be based on trust. Providing a consistent experience is vital for the patients to know what to expect and begin to trust the brand. Trust is very important for customer relations.

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