I have noticed that some medical practices and hospitals have invested a lot of time, money and effort in creating newspaper ads, billboard signs and commercials that show the happy faces of care givers who can’t wait for the patients to come in. I often wonder why the patient’s reality with medical customer service includes cranky receptionists, patronizing billing and insurance clerks, and those who can’t wait for their shift to be over. Maybe you and your staff need a reality check.
Do Your Ads and Reality Match? Ask yourself the following questions:
1) Does your receptionist also handle billing and insurance paper work? This creates the opportunity for a bad patient experience because:
a) When someone is in the middle of paperwork they tend to ignore the person standing in front of them.
b) People focused on paperwork tend to have a scowl on their face.

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