When it comes to health outcomes, the patient experience can make all the difference. Customer service, however, is quite often left out of the scope of medicine, except at private healthcare clinics where outstanding customer service is part of their care model. The Vancouver Sun spoke to Copeman Healthcare’s CEO, Chris Nedelmann who mentioned that creating a culture of service excellence is crucial to having a caring environment for clients. The positive effects of a caring, compassionate environment are further supported by research showing that pleasant medical environments have contributed to lower risks of medical complications, reduced readmission rates, reduced anxiety and optimized healing.
Copeman Healthcare’s Vice President of Clinical Operations, Holly Kennedy-Symonds, added that “patients don’t always remember the actual treatment plans or even the healing process, but they will always remember how they felt and who made a difference in their life.”
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November 26, 2014