BDH IMPROVES CUSTOMER SERVICE FOR 2020
By: Melanie Holt, GPC-BDH | Photo By: Mhark Parchamento | Date: January 10, 2020
GOOD CUSTOMER SERVICE: A WAY TO CHAMPION PATIENTS’ HEARTS. Psychometrician Ms. Peeve Kaye V. Balbuena, resource speaker from Lorma Medical Center, discusses the importance of good customer service to Bacnotan District Hospital (BDH) personnel emphasizing that excellent service is as important as clinical competence on January 10, 2020. Stress Management, its symptoms, tips, and strategies on how to cope with stress were also tackled in observance of National Mental Health Week.
“Good customer service is a way to champion hearts,” said Psychometrician Ms. Peeve Kaye Balbuena, resource speaker of Lorma Medical Center during her lecture on Customer Service on January 10, 2020 at Bacnotan District Hospital (BDH), Bacnotan, La Union.
This activity was conducted to jumpstart the new year. Ms. Balbuena stressed that patient satisfaction, as an outcome of healthcare delivery, is an indicator of quality healthcare. She said that patients expect clinical competence but the service provided makes a difference and that expectations are directly correlated to satisfaction.
In her talk, she mentioned that each hospitalization causes a patient to increase their expectations. She emphasized that a satisfied customer tells one to five people about their experience, but a dissatisfied customer tells to people about their experience, hence, keeping customers satisfied keeps them and others coming back.
The speaker then mentioned that customers want to feel important and respected; to have a sense of belonging; to be seen as individuals; to know that someone cares; and they want staff to be sensitive to their needs.
Ms. Balbuena also discussed on how to handle complaints and negative feedback. She advised that by taking a positive approach to complaints, it is possible to improve products and services. Furthermore, she added that complaints give the organization a second chance. She explained that the customer’s perception is all that matters for patient satisfaction and that the customer may not always be right, but they are always our customer.
A stress management lecture was also conducted with the aim to help BDH personnel to take control of themselves in order to provide more efficient and compassionate service to their patients.
