Improve service quality and increase “touch points” with customers

Improving the service experience at the hospital and increasing the number of “touch points” with customers are becoming the goals that hospitals aim to bring satisfaction to patients.

Before using the service, lHow can customers find and know about the Hospital? That is through “touch points”.

Customer “touch points” for hospital services are understood as a set of interaction and contact points between patients and the hospital, which can be direct or indirect but all aim at a common goal of bringing to the best quality of service.

Increase “touch points” with customers

The “touch points” before customers have direct contact with hospital services are often through social media such as Facebook, website, YouTube, Tiktok… These are popular channels, bringing effective results. High efficiency thanks to simple and easy interaction.

Phu Tho Provincial General Hospital’s social media channels have clearly designed, intuitive interfaces to help customers search, look up and update the latest information about the hospital’s medical services. , technical services, treatment methods, information about hospital programs, seminars and events quickly and easily.

Along with that is the installation of automatic chatboxes, helping to receive information and advise customers quickly, promptly and conveniently. From there, improve the efficiency of two-way interaction between customers and hospitals.

Along with the popular social media channels as above, at Phu Tho Provincial General Hospital, Switchboard 1800.888.989 is also one of the communication channels with a very large and effective number of interactions, contributing to creating add more “touch points” with customers.

With millions of interactions during the year, operating continuously 24/7, the call center has directly provided information support to customers to promptly provide useful information, answer and solve difficulties for customers. diseases and problems related to hospital services.

Improve service quality, increase customer satisfaction

During the process of using services at the Hospital, customer care counters are located in easy-to-access locations, along with a team of well-trained, knowledgeable and experienced staff. This is a team that captures medical information, understands the psychology and needs of customers, and is ready to advise and support customers throughout the examination and treatment process at the Hospital.

Included in the forms of customer care service support, Health Management application of Phu Tho Provincial General Hospital is being deployed to all customers to help directly connect customers – doctors. This is an easy, friendly interactive channel designed specifically for the medical field. The application is developed on a mobile platform to serve customers anytime, anywhere, with many superior features such as: easy appointment scheduling, providing all necessary information about medical services and utilities. Calling and texting with the hospital’s doctors is completely free… thereby meeting customers’ needs for medical service consultation.

After customers use the service, the Hospital continues to make phone calls to visit customers. This not only helps customers feel cared for, ready to listen and understood by the Hospital, but also helps the Hospital learn details about customers’ feelings and experiences when using its services. . From there, we can evaluate satisfaction as well as points that need improvement to serve customers better.

In addition, Phu Tho Provincial General Hospital has deployed a system to automatically send messages with information about medical examination results to all customers after using the service. This has brought very good feedback from customers. Through this, many patients have felt the care of the Hospital and continue to refer people around them to the Hospital to use the service when in need of medical examination and treatment.

With “touch points” built before – during and after the process of customers using the service: From the time customers do not know about the Hospital, until they experience it, are satisfied with the service quality and introduce additional services. People around come to the hospital when in need. It is the quality of service and these “touch points” that help make the customer experience more complete, thereby making them willing to put their full trust in Phu Tho Provincial General Hospital.