Monday, October 31, 2005

What doctors need to learn about service

Medicine is the ultimate service industry, but doctors often don't do a good job of providing this. I feel they can learn a lot from other businesses, and I found the book,
Delivering Knock Your Socks Off Service, very useful.

The authors define " Knock your socks off service " as:

Reliable - delivering on promises
Responsive - providing service in a timely fashion
Reassuring - building trust through competence and confidence
Empathetic - recognizing customers ( patients) emotional state and responding accordingly
Tangibles - taking pride in the quality of the materials ( services) that you produce

Most doctors love memorising lists - and this is a valuable list they can learn from !

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