Summary

In this episode of the Healthcare Business Thrivecast, hosts Randall Cooper, Michael Kenihan, and Antony Hirst explore the crucial role of customer experience in healthcare. They discuss how clinics can enhance patient interactions from the first point of contact through to follow-up care. The conversation emphasises the importance of balancing clinical ability with exceptional customer service and how a well-rounded approach can lead to thriving practices. The hosts share personal anecdotes and insights on creating memorable experiences for patients, the importance of training staff, and the necessity of consistency in service delivery.

Takeaways

Customer experience is as important as clinical ability.

Patients judge their experience based on more than just the treatment itself.

The journey of customer experience starts before the patient arrives.

Creating a welcoming environment can enhance patient satisfaction.

Training staff in customer service is crucial for practice success.

Consistency in service delivery builds trust with patients.

Feedback from patients can guide improvements in service.

A memorable experience can lead to patient loyalty.

Investing in customer experience can yield financial returns.

Understanding the benefits of features is key to effective service.

Chapters

00:00 Introduction to Healthcare Business Thrivecast

00:48 The Importance of Customer Experience

06:15 The Three C's of Clinic Success

10:54 Understanding Customer Experience Beyond the Clinic

13:35 Training for Front of House Staff

18:23 Creating a Welcoming Environment

24:05 Balancing Fit-Out Costs with Customer Experience

28:01 Consistency in Customer Experience

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