I recently received a note from Tim, an administrator at a hospital out West.  He let me know about an incident that I think we can all relate to.  A lot of hospital cafeterias sell popcorn.  It’s cheap, easy to make, and always in demand.  The problem is it’s messy.  If you’re like Tim, who happens to notice these things, you find popcorn in elevators, hallways, and practically everywhere else.  

Patient complaints can often be consuming and disheartening. Responding appropriately to patient complaints, however, can build your patient’s trust, better their clinical outcome, and can create a level of loyalty that is unmatched.

Most industries have readily accepted that improved customer service will lead to increased customer loyalty, increased revenue, and an enhanced bottom line. However, the health care industry has lagged in accepting this concept for several reasons:

• Customers are not loyal in the traditional sense because they usually wish to avoid using the health care system, except when necessary, and most executives believe they go to the health facility to which their physician sends them;