Service standards of the medical division

CUSTOMER EXPERIENCE TRANSFORMATION PROGRAM

Like many others in the industry, the Sanatorium may face challenges in terms of sustainable sales growth. The reason for these problems is the decrease in the efficiency of the contact area specialists, as well as the increasing demands of the audience focused on high quality services. With increasing customer awareness, competitive advantage is achieved not only through product offering and price, but also through building trust with patients within departments.

The goal of the service transformation, which includes the standardization of the key principles of patient care of the Medical Department of the Sanatorium and the development of the team's leadership potential, is to build client-centric communications and competitive positioning. The service standards offered by Khomutova & Partners are focused on the excellent quality of the services provided and building trusting relationships with a solvent, demanding audience. Moving to a patient-centered service business model means interacting with everyone based on a deep understanding of their customer experience, individual desires, needs, motives, barriers, visions and challenges.

Our goal is to set the course for building long-term relationships of trust with the target audience. The purpose of the Service Standards of the Medical Division is to implement a service model focused on the client-patient and based on unchanging trust and loyalty. Confidential relations with the clients of the Sanatorium and the highest quality of the services provided are becoming more and more in demand in the health services market.

Service Standards

CONDITIONS

As part of the Moscow Region Resorts: Challenges and Opportunities in the Post-Covid Era conference, Khomutova & Partners provides participants with special conditions for the development of Service Standards for the Medical Department of the Sanatorium.

Special price

Special price for participants of the conference "Resorts of the Moscow Region: Challenges and Opportunities in the Post-Covid Era": 437 000 rub. RUB 350 / 000 object

PROGRAM

DETERMINATION OF THE KEY REQUIREMENTS OF THE AUDIENCE FOR THE SERVICE

  • Determination of the requirements of archetypal models presented by clients to the Service Policy of the Medical Department of the Sanatorium.
  • Development of customer empathic maps and service principles that meet their needs.
  • Identification of key factors influencing service decisions, including barriers, values, risks, expectations, priorities, other motivations and selection criteria.

VALUES TRANSLATED BY THE SERVICE POLICY

  • Values, mission and principles of the Medical Department of the Sanatorium, which should be reflected in the system of service standards and communications with patients.
  • Determination of ways to build customer confidence and a positive image of medical staff, the doctor's brand.
  • Recommended services for building effective communications and sales.

EMPLOYEE ETIQUETTE

  • Establish communication standards with patients, providers, partners and colleagues.
  • Development of recommended principles for communications of the staff of the Medical Unit with colleagues, clients and suppliers.

STAFF TABOO

  • Formation of a list of unacceptable forms of communication with patients, understandable by employees, damaging the reputation of the Sanatorium and negatively affecting the competitiveness of the business as a whole.
  • Development of a basic list of unacceptable forms of communication between personnel within the team, with customers, with partners and suppliers that negatively affect the reputation and efficiency of its functioning.

BEHAVIORAL SCENARIOS OF CONTACT ZONE EMPLOYEES

Scenarios of employee behavior in typical situations:

  • telephone conversations,
  • greeting the patient
  • face-to-face consultation,
  • additional product offer
  • calculation with the patient,
  • patient refusal of procedures,
  • discount request,
  • patient's claim, etc.

SERVICE CHECK LISTS

  • Patient service regulations that meet high standards of service and are mandatory.
  • Service checklists for employees that regulate the principles of patient care in various scenarios, from greeting the patient, receiving in the waiting area, ending with the procedure for completing the service and planning a future visit.

SERVICE QUALITY CONTROL SYSTEM

  • Development of regulations for quality control of services and services provided by employees of the Medical Department.
  • Determination of mechanisms for collecting, analyzing the feedback received from patients about the level of service they receive and the level of their satisfaction with the services provided.
  • Principles for assessing the level of patient satisfaction, assessing the dynamics of satisfaction in order to quickly respond to negative changes affecting the competitiveness of the Sanatorium.

APPEARANCE STANDARDS FOR EMPLOYEES

  • Formation of a unified style of the team, corresponding to the positioning of the Sanatorium.
  • Determination of appearance standards for various categories of employees in accordance with the tasks, the status of specialists, the time of year, the presence of special events, etc.

 

  • Call t. 7-964-533
  • Write info@homutova.ru
  • Or submit your request using this form. We will prepare a detailed Program for you and send it to you as soon as possible.
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