2016 Intern Project Recommendations

Comfort Technology Customer Service Transparency Resources

We found that natural light, comfortable furniture, easy

access to water and available Wi-Fi all created a more

inviting atmosphere. The availability of these things can counter the sometimes

unavoidable wait times that patients may have and help ensure that they still have a

positive experience.

Easy, online access to Google Maps from each care site’s

location page should be available and mobile-friendly.

Digital signage boards in waiting areas that have a

welcome message, or even introduce staff, create a

more personal environment. Devices in the waiting area,

such as tablets, could provide reading material, games

for children and access to MyChart. Text message

reminders of appointment times or urgent care wait

times would allow for better communication.

It would be beneficial for associates who serve as a

“first face” for patients to go through a customer service

training where they could be made aware of new trends in

healthcare. If they could be knowledgeable about things,

such as shifting healthcare costs from employers to employees and how it’s forcing the healthcare

industry to be more retail-minded and customer-

centric, they could be more conscious about putting the

customer at the center of everything that they do.

Consumers want transparency when it comes to price, value and any other

information that could impact their decision of whether or not to make the purchase. This applies to healthcare

in the form of billing, insurances and services. The website should have a clear menu that lists the services

offered and the prices, as well as the insurances that are accepted. In this menu, there should also be easy

access to personal bills and a convenient way to pay them. Billing should be clear as to what services the consumer is paying for and when it is due. We suggest that these

features also be mobile-friendly.

To save time and money, post-appointment follow-up recommendations, care

instructions, receipts, billing instructions, etc., should be offered via email, as well as

print. During transaction, patients should be briefly educated about MyChart and all of its capabilities. Customer service contact

information should be clearly noted for any follow-up

questions.

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