Customer service—long a leading indicator of success in the hospitality industry—is becoming increasingly important in healthcare, and with good reason. Competition for patient loyalty is serious business.
Increased referrals to family and friends can lead to more utilization of hospital services, and inherent in those word of mouth referrals are brand and reputation building opportunities for hospitals and health systems.
In fact, a Deloitte report found that hospitals with “excellent” ratings on CMS’ Hospital Consumer Assessment of Healthcare Providers and Systems patient satisfaction survey had a net profit margin of 4.7%, on average, compared with just 1.8% for hospitals with “low” ratings during the period from 2008-2014. Those “likes” can really add up.