Consumers Driving Health Care Change

Customer service is becoming a key differentiator in where consumers choose to receive their healthcare, said speakers at The Beryl Institute’s “Power of Impressions” conference in Dallas.

“As consumers are asked to spend more of their own money to receive care, they will consider the entire spectrum of value, from access and expertise to service, convenience, and price,” said Chris Bevolo, partner in GeigerBevolo.

To win in this consumer-driven environment, speakers challenged healthcare providers to:

Always deliver on their brand promises;

• Create a corporate culture that nurtures engaged employees;

• Challenge traditional ways of approaching the market;

• Understand the customer service opportunities before, during and after a clinical visit;

• Empower consumers by making it easy to navigate the healthcare system; and

• Turn moments of truth into moments of trust.

“Every healthcare organization should strive to be a first-choice provider, which is a trusted healthcare partner that the consumer believes will provide them with the highest degree of satisfaction,” said Paul Spiegelman, executive director of The Beryl Institute.

The Beryl Institute was founded in 2006 with the mission of improving customer service in healthcare by defining best practices around all touch points in the continuum of a consumers’ healthcare experience