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Improved customer service boosts bottom line.

V R Rosselli, J M Moss, R W Luecke

    Healthcare Financial Management : Journal of the Healthcare Financial Management Association
    |November 5, 1989
    PubMed
    Summary
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    Efficiently resolving patient financial complaints boosts customer retention and attraction. Implementing a centralized grievance system, like the ombudsman program, is key for healthcare organizations.

    Area of Science:

    • Healthcare Management
    • Patient Relations
    • Customer Service in Healthcare

    Background:

    • Patient financial complaints can negatively impact customer loyalty.
    • Effective complaint resolution is crucial for healthcare organizations to maintain and grow their patient base.

    Purpose of the Study:

    • To highlight the importance of efficiently handling patient financial complaints.
    • To present a model for grievance handling in healthcare organizations.

    Main Methods:

    • Review of complaint handling strategies.
    • Case study of the Cleveland Clinic Foundation's ombudsman program.
    • Analysis of centralized grievance mechanisms for smaller organizations.

    Main Results:

    Related Experiment Videos

    • Efficient financial complaint management enhances customer retention and acquisition.
    • The Cleveland Clinic Foundation utilizes an ombudsman program for complaint resolution.
    • Centralized grievance systems can be effectively implemented by smaller organizations.

    Conclusions:

    • Healthcare organizations can improve customer relations through effective financial complaint handling.
    • A dedicated ombudsman or a centralized grievance point person is recommended for all sizes of healthcare facilities.