Wednesday, May 12, 2010

Respecting Our Customers

This is a purely work-based entry, on a topic I really need to discuss. Customer service.

The reason my husband and I got into the healthcare line was a direct result of what we experienced as customers, especially when I was going through my pregnancy. The first irritant was, that there was no system of appointments (or a very ineffective one), particularly if the doctor was a good one! Secondly, patients where asked to endure pretty uncomfortable conditions, notwithstanding the fact that most of these people were in pain or at a minimum extremely uncomfortable.

This lack of concern for the customer, in a industry which was thriving on treating sick people, showed us there there was a definite gap in the market, just waiting to be filled. So today, we are on the verge of launching a business through which we aim to provide high quality diagnostic services, a great customer experience and value for money.

Hopefully, we will keep in mind why we got into this line of business, when we are struggling to match the profit figures that our investors expect. To increase the chances of not forgetting our initial motivator, I have created a code of ethics for us and our staff to follow:
- Respect: Treat customers and colleagues with the respect due to a fellow human being
- Professionalism: Deliver on all commitments, on time, and to the best of your abilities and knowledge
- Transparency: No bureaucracy, just clear, concise and essential processes and procedures   

I'm sure there are loads of points I have missed. So, if you feel you can add value here, please give me a shout. I will definitely consider all input seriously.

P.S. (can you do this in a blog): I'm not sure if similar conditions exist in the healthcare industry globally. These situations seem to be common everywhere that I have ever lived.


  1. Service providers seem to forget that the customer is supposed to be king :-)

  2. I worked with a midwife for my second and third babies. The midwife ran her own personal business and her customer care was AMAZING! She always respected me and my views, remembered the details about my pregnancy, was always profession in her knowledge and skill, and she was always honest. She didn't have a secretary to do all the busy work. She took each patient individually. She did have a few apprentices at her side but they were always so accommodating as her. I wish we could have health care like that across the board!!!
    So what type of services are you planning to provide?

  3. Wow! wish we could get your midwife to work for us (though we don't run a hospital). We run a diagnostic center focusing on imaging (MRI, CT, X-Ray, Ultrasound, ECG) and Laboratory services....thanks for visiting


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