Customer service in healthcare

Great post by Lisa Suennen this week on the two different worlds of acute disease care and aesthetic medicine. It reminds us that there are really two quite distinct worlds in the US healthcare universe:

  • the world of aesthetic medicine (various elective dermatological procedures; cosmetic surgery, LASIK, and the like), in which by and large patients pay their own bills; and in which customer service is an important competitive advantage for the clinician; and
  • the world of conventional, acute-care medicine (and primary care), in which patients believe they should have to pay nothing (they expect insurance to cover everything); and in which “customer service” is a foreign concept.

Reading Lisa’s post stimulated these additional thoughts. [Read more…]

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