Recommendation on Customer Service

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Table of Contents

Launching the Hospital’s Website
Assessment Criteria
Training
Development of the Customer Service Department
Communication

Launching the Hospital’s Website

It is necessary to note that healthcare units tend to have their websites, which enables them to provide more comprehensive services to the clients (existing as well as potential). In the first place, the website should contain all the contact information and details on the hospital’s department and services provided. Clients should have all contact details to be able to access healthcare professionals. They should also be able to understand what services they can obtain while browsing the website. It can be effective to employ such tools as Wareed as this will improve booking an appointment and can even improve the payment process. Admittedly, the use of such tools will help healthcare professionals to manage data more effectively as such information as diagnosis, radiology and so on will be easily accessed. A lot of healthcare unites have already benefited from the use of IT and launching the hospital’s website (as well as the use of some tools to manage information) will make Al Baraha hospital more competitive.

Assessment Criteria

The hospital pays attention to client’s needs and the level of their satisfaction. The hospital’s clients complete surveys and this helps to make sure service provided are appropriate and meet clients’ needs. Nonetheless, assessments criteria have not been outlined so far. However, these criteria are essential as collecting data is only the first step. Analysis of the data obtained through surveys will show whether the hospital meets certain standards. Though, it is necessary to set certain standards to check whether the hospital meets them. Effectiveness of healthcare professionals can be defined if it is clear what is expected from each department or even each employee.

Training

It has been acknowledged that training is crucial for an organization and lots of companies pay a lot of attention to this aspect of development. Al Baraha hospital also holds numerous trainings and meetings. However, it is also clear that knowledge and skills of some employees can be quite out-dated. Therefore, it is important to make sure that employees’ skills are assessed and each employee has an opportunity to develop through participation in training courses, meetings and so on. As has been mentioned above, assessment criteria should be developed to evaluate effectiveness of employees as well as training. Team building training should also be a part of overall training of employees. It is crucial to make sure that employees are a team of professionals.

Development of the Customer Service Department

The hospital includes the customer service department which focuses on customers’ satisfaction and needs. This is beneficial for the hospital which can process clients’ complaints (if any), analyse clients’ needs and expectations, and makes sure these expectations are met. This department is the one which can significantly improve the quality of services provided as it is a mediator between the client and the hospital’s employees.

Communication

Finally, it is also important to assess effectiveness of communication between healthcare professionals and between departments. It is often quite difficult to set proper communication channels. Nonetheless, they are crucial for effective functioning of the healthcare unit. Thus, all employees should be an effective team fulfilling the necessary tasks, and proper communication is the only way to achieve this. IT technologies, weekly meetings and completing certain reports can contribute to development of proper communication channels in the hospital.

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Recommendation on Customer Service

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