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Roupen Odabashian: Customer Service in Healthcare, Part 2

Photo from Roupen Odabashian/LinkedIn

Jul 11, 2024, 17:54

Roupen Odabashian: Customer Service in Healthcare, Part 2

Roupen Odabashian shared on LinkedIn:

“Customer Service in Healthcare, Part 2

Imagine you go to an Apple store, and they tell you that the person supposed to help you is not here now, but they will come and see you or give you a call when they can, or once they’re done serving other customers.

Then someone comes and takes your phone, starts fixing it and making changes, and tells you that’s what the customer service specialist wants to do.

Finally, the next day at 6:00 am, someone calls you, wakes you up, and says, ‘Hi, my name is so-and-so, and I am the trainee that works for the customer service specialist. I just want to check on you.’

Then, at 9:00 am, while you are having your breakfast, someone calls you, interrupts your meal, and helps you fix your problem.

This is how customer service works in healthcare! You go to see a doctor in the hospital, and you have to wait 24 hours, if not more, to get admitted to the ward.

Then the next day, you get bombarded by physicians starting from 6:00 am until 10:00 pm. You might be seen by a neurologist, oncologist, infectious disease specialist, and all of them come and ask the same questions repeatedly and perform the painful physical exam maneuvers again and again.

Customer service in healthcare is frustrating, and patients feel stressed. I wish there was a way to improve this!

I would love to hear your thoughts if you have had similar experiences or any ideas on how to improve patient service in the hospital.”

To read the first part of this post click here.

Source: Roupen Odabashian/LinkedIn

Dr. Roupen Odabashian is an Internal Medicine Physician and Hematology/Oncology Fellow at the Karmanos Cancer Institute and is actively involved in pioneering cancer treatments and conducting clinical research.

In addition, he hosts a podcast at OncoDaily, engaging with leading experts in oncology to share valuable insights with the medical community. Dr. Odabashian also contributes his expertise as an advisor at Spiraldot Health and Mesh AI.