The Service Triangle By Albrecht And Zemke

(P1.1) In formulating a business strategy, it is a crucial factor to determine what the organization’s mission, vision, objectives and core competencies are because it sets an idea on what the organization should do and what purpose do they have in the industry to contribute to their customers. It also helps what markets should they target and what action should they plan to have a competitive advantage.

Service. Challenge. Ethics. The motivation I have for attending a service academy can be summed up in these three words. Growing up in a military family, my life has always revolved around service, challenge and ethics. It is what is imbedded in me and it is what I strive to continue living by.

Customer service levels should be the highest priority of any health-care organization. Trying to balance between the increasing demand and supply of health care arenas,

This is especially important in the healthcare system because all service should start with a smile. One should exhibit customer service in the healthcare system by demonstrating common courtesy, creating or controlling the proper environment, and even becoming the patient in order to best serve and understand their needs no matter the circumstance or presuming attitude. Customer service is just as important as the treatment process and both should be shown in a professional, pleasant, and responsible manner. The better the customer service, the more customer satisfaction, which retains patients and can also contribute to their health and attitude.

Identifying your customer base, uncovering their needs, what issues they may have, and what’s important to them, helps to streamline your processes. Let’s play out a scenario: Sally is a single mother of 3 with no insurance because her employer doesn’t offer a plan. Sally just received her billing statement. By taking a moment to identify Sally’s needs you are able to find out she is able to pay her bill, but may need to set-up a payment plan. Working with your patient to resolve an issue rather than not taking the time to listen to their needs will boost patient satisfaction through the roof. And by offering solutions tailored to that specific customer, you are also improving your customer service efficiency. Streamlining employees time and cutting overhead.

The Anatomy of Care further extends into the marketing aspects of healthcare, relating its problems into familiar themes. Some of these themes include the gaps model of service, dimensions of quality, services marketing and themes outlined in the book, If Disney Ran Your Hospital. It is necessary to discuss the relationship between the themes and issues in the interactive game in order to gain a better understanding of the patient experience. With that being said, experience is the marketing and it is imperative to give patients and family members patient-centered care to allow for the best experience possible.

When it comes to managing a successful organization or a business, the one consumer whose opinions and relations matter would have to lie in the customer. In the case of medical services those affairs would lie mostly in the actions and satisfactions of the patients. In the medical community, their ratings and performances are measured through the customer relations departments. Grievances and complaints have shaped the world of medical policies, procedures, terms of conduct and response to grievances.

There are a number of ways a business can gain a competitive edge: excellent service, top of the range products, professional sales techniques and efficient and effective marketing strategies can contribute to the business and make us a market leader. Listening to our customers and acting on feedback can not only keep our loyal customers but encourage new customers. Having a recipe that incorporates all the above is a simple but effective method.

I have worked for Denver Health for almost 15 years. During that time I have learned that the mission of the organization is to serve the community to the best of its ability. Employees are trained to go out of their way to tend to patients’ concerns and direct them above and beyond their expectations. I had not really considered how Denver Health markets its services until I began this course. Under its old name, “Denver General”, the organization was given a reputation of low quality as a government institution serving the public. However, while analyzing how it deals with internal and external business activities I have found it is true that the organization is driven toward the patient, to make their healthcare experience one to be remembered.

- Integrate people, processes, and technology to provide a balanced service level to all customers. Create

Customer services is a very important part of managing ongoing client/patient relationships, because they are the key to bringing in revenue. The concept of customer service is to deliver outstanding services so the customers will have a great experience. I currently work in the healthcare industry and the company that I work for is starting to have trainings and meetings to improve customer service to our clients to help increase our patient satisfaction levels. There are some employees who strive to help the patient by going far and beyond their line of duties, and as others are burned out and feel like they just need to get the patient in and out without really understanding the patient’s needs or

The strategic service vision entails four pillars, which consist of target market segment, service concept, operating strategy, and service delivery system. In essence, the pillars are utilized to improve or modify current services.

“Services are acts, deeds, performances, or relationships that produce time, place, form, or psychological utilities for customers” (Roberta S. Russell, 2014, p.194). Besides, there are some other explanation of service design: Service design is all about making the service you deliver useful, usable, efficient, effective and desirable (UK Design Council, 2010); Service design aims to ensure service interfaces are useful, usable and desirable for the client’s point of view and effective, efficient and distinctive from the supplier’s point of view (Birgit Mager, 2009); When you have two coffee shops right next to each other, and each sells

Customer service is developed by the patient’s satisfaction and the effect it has on the health care system. Customer service is the face of every business and specially the health care system which it provides leaders with an idea of how the business should look or act. The healthcare systems benefit from the opportunities made by patients. Patients should be the instrument to provide guidance while the physician advocates for the patient’s health. Customer service is a support system between the patient and the physician and without that support system then there is not guidance for a better lifestyle for patients. This is a competitive market that have a few limitations and those limitations start with customer service in healthcare and how to provide the best care for patients. These challenges that the healthcare system face will overcome those obstacles and bring out their best principles to make the system better. Patient centered care relates to customer service and should be recognized as the central focus. High- quality healthcare systems provide satisfaction to patients to show that their experience will be well worth it because their physicians care about their patient’s health.

A company 's strategy consists of the competitive moves and business approaches that managers are employing to grow the business, attract and please customers, compete successfully, conduct operations, and achieve the targeted levels of organizational performance.