Customer service

 

Customer service is a hot topic for all industries, and especially in health care. In your initial discussion post, address the following:

Identify one direct patient care and one non-direct patient care scenario that you have observed.
Describe the scenario and delineate in detail how the situation should be handled from a customer service perspective.
Describe four strategies to calm an upset customer.
Identify three data elements you could use to analyze the customer service level of a department.

 

Sample Solution

Settings such as hospitals and hospital-related clinics offer the greatest opportunities for working alongside and understanding the range of professional responsibilities of multiple members of the healthcare team. Direct care, also referred to as “face-time,” is the time spent with a patient. Examples of direct patient care include taking vitals, bathing patients, helping patients transfer from bed to bedpan or toilets, administering prescribed therapy or treatments, and counseling. Non-direct patient care has to do with whether or not you treat patients or provide direct patient care of any type, in which case your job is clinical. Non-clinical work may support patient care, but the work does not provide diagnosis, treatment, or care for the patient.

nforming the learner of the objectives, is the one level I can relate to the most during my lessons, I find it important in many ways why you as the teacher, should let your students know what they are going to be learning during that specific lesson. This will help them have a better understanding throughout the lesson, as even more engage them from the very start. Linking it to behaviourism during my lessons, I tell my students what I want from them that lesson, and what I expect them, with their individual needs, to be learning or have learnt by the end of lesson. If I believe learning has taking place during my lesson, I will reward them with a game of their choice at the end of the lesson. In their mind they understand they must do as they are asked by the teacher, or the reward to play a game at the end of lesson, will be forfeited. As studies show, during Pavlov’s (E-Learning and the Science of Instruction, 2019) dog experiment that this theory does work, it can take a lot of work. I have built a great relationship with my students, and most of the time they are willing to work to the best of their ability.

Although Skinners’ (E-Learning and the Science of Instruction, 2019) behaviourist theory is based around manipulation, Maslow’s ‘Hierarchy Of Needs’ (Very well Mind, 2019) believes that behaviour and the way people act is based upon childhood events, therefore it is not always easy to manipulate in to the way you think, as they may have had a completely different upbringing, which will determine how they act. Maslow (Very well Mind, 2019) feels, if you remove the obstacles that stop the person from achieving, then they will have a better chance to achieve their goals; Maslow argues that there are five different needs which must be met in order to achieve this. The highest level of needs is self-actualisation which means the person must take full reasonability for their self, Maslow believes that people can go through to the highest levels, if they are in an education which can produce growth. Below is the table of Maslow’s ‘Hierarchy of needs’ (Very well Mind, 2019

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