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Make Better Customer Service a Primary Goal.
KANSAS CITY, Mo. -- Today's primary care offices need an improved culture of customer service, Dr. Bruce Bagley declared at the annual National Congress of Family Practice Residents and National Congress of Student Members.
Many offices aren't customer friendly because physicians generally "do not view their role outside of diagnosis and treatment, said Dr. Bagley, president of the American Academy of Family Physicians.
"If patients can't get through on the telephone, or if they have to wait in the waiting room or in the pharmacy, physicians figure that must be the administrator's problem," he said.
He based his remarks in part on an informal telephone survey that he conducted before he accepted the AAFP presidency. During the process of calling family physicians all over the country to find out what was on their minds, he repeatedly experienced poor service from office staff.
"I waited a long time on the phone. I got cut off and sent into cyberspace. I got hooked up with somebody who had no clue what I needed or wanted," recalled Dr. Bagley, a family physician with Latham (N.Y.) Medical Group. "For the most part, I don't think any of our offices are a whole lot better."
He also shared the insights that he and his associates at Latham ...
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Source: HighBeam Research, Make Better Customer Service a Primary Goal.