Understanding the Role of Customer Relations in a Hospital
Congratulations and all the very best in your role. First and foremost, you should understand that your customers are very special. For a jewelry shop, customers visit with a lot of joy and enthusiasm. However, in a hospital setting, all your customers will visit with a lot of pain and tension; hence, your front office and customer relations executives' role is very critical.
Challenges in Managing Hospital Staff
Most doctors will be on call or part-time, hence handling them is also a challenging task. Supportive staff like technicians, nurses, etc., and ambulance drivers play critical roles. The turnaround time at your MRI, X-ray, etc., and their downtime, as well as housekeeping, are very critical areas in any hospital business.
The Importance of Hospital Image and Marketing
With all of the above, the image of the hospital goes into the market, reaches the public, and influences the business. Your marketing team is also crucial. In this context, as an HR person, spend much time with the doctors, be on the shop floor, observe, understand, and identify the critical factors.
Action Points for Improvement
There are a few more points that need to be addressed, but before proceeding, please obtain your management's approval:
- Implement a suggestion box for customers.
- Collect phone numbers of customers, call them, and gather feedback.
- Meet with the doctors who refer patients to your hospital, understand the hardships their patients face, and coordinate with your marketing team during these meetings.
Regards,