Component16/Unit1Health IT Workforce Curriculum Version 1.0/Fall 2010 1 Customer Service in...
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Transcript of Component16/Unit1Health IT Workforce Curriculum Version 1.0/Fall 2010 1 Customer Service in...
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Component16/Unit1 Health IT Workforce Curriculum Version 1.0/Fall 2010
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Customer Servicein Healthcare IT
Unit 1Customer Service in Healthcare IT
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Component16/Unit1 Health IT Workforce Curriculum Version 1.0/Fall 2010
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Unit 1: Learning Objectives
• Describe definitions of customer service• Identify customers needs based on
context• Discuss different metrics to measure
customer service in Healthcare IT• EMR success factors
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Component16/Unit1 Health IT Workforce Curriculum Version 1.0/Fall 2010
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What is Customer Service?
• NO ~Doing for others as you would like someone to do for you.
• YES ~ Doing what your customers want, instead of doing what you think your customers want.
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Component16/Unit1 Health IT Workforce Curriculum Version 1.0/Fall 2010
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Customer Service
• Studies suggest that the top reasons for customer dissatisfaction focus specifically on employees who: – Don’t listen to what the customer is saying– Ignore customers entirely– Don’t follow up or follow through– Are not knowledgeable about products and
services they support
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Elements of Customer Satisfaction
1. Perfect product
2. Engaged delivery
3. Timeliness
4. Effective problem resolution process
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Who are Healthcare IT Customers?
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• Hospitals• Physician Clinics• Physicians• Nurses• Staff• Patients• Public• Other
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Component16/Unit1 Health IT Workforce Curriculum Version 1.0/Fall 2010
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Is Healthcare Information Technology (HIT) Unique?
• In short, yes!• Similar to the maintenance and
housekeeping function in large facilities Healthcare IT professionals interact with almost every department
• As opposed to housekeeping, the stakes of IT system failures can be catastrophic
• A good day is when systems are up
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A Service Culture • Healthcare IT professionals primarily
provide a service– There is an over arching service mission
consisting of installation and support for given set of systems/ applications both purchased and integrated
• From a customers view the HIT function output is be a blending of tangible and service components
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The Challenge• How do we measure the customer service
of healthcare IT professionals?• Is there an element of similarity with other
functions within a large health organization or small provider group?
• What do our customers want?
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Repercussions of Poor Customer Service
• Satisfying a customer from the beginning is a lot cheaper (both in dollars and time) than changing the attitude of an discontented customer.
• Studies have identified results of poor service.
Component16/Unit1 Health IT Workforce Curriculum
Version 1.0/Fall 201010
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What do Customers Want?
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• It depends on the customer– Physicians– Nurses – Administration– Staff – Patients
• It depends on the organization • It depends on the stage of HIT adoption
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What do Customers Want?
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• It depends on the customer– Physicians– Nurses – Administration– Staff – Patients
• It depends on the organization • It depends on the stage of HIT adoption
![Page 13: Component16/Unit1Health IT Workforce Curriculum Version 1.0/Fall 2010 1 Customer Service in Healthcare IT Unit 1 Customer Service in Healthcare IT.](https://reader036.fdocuments.us/reader036/viewer/2022062320/56649d0c5503460f949e07bd/html5/thumbnails/13.jpg)
What do Customers Want?
Component16/Unit1 Health IT Workforce Curriculum Version 1.0/Fall 2010
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• It depends on the customer– Physicians– Nurses – Administration– Staff – Patients
• It depends on the organization • It depends on the stage of HIT adoption
![Page 14: Component16/Unit1Health IT Workforce Curriculum Version 1.0/Fall 2010 1 Customer Service in Healthcare IT Unit 1 Customer Service in Healthcare IT.](https://reader036.fdocuments.us/reader036/viewer/2022062320/56649d0c5503460f949e07bd/html5/thumbnails/14.jpg)
What do Customers Want?
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• It depends on the customer– Physicians– Nurses – Administration– Staff – Patients
• It depends on the organization • It depends on the stage of HIT adoption
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What do Customers Want?
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• It depends on the customer– Physicians– Nurses – Administration– Staff – Patients
• It depends on the organization • It depends on the stage of HIT adoption
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EMR Customer Service
• Successful EMR systems improve workflow and efficiencies, enabling better management of the patient care process.
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Failure Components
• Unsatisfactory project management control
• Lack of communication• Incomplete goal specifications• Underestimation of project complexity
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EMR Success by Component
• Success in technical terms• Success in economic terms• Success in strategic terms• Success in terms of trouble-free
operations
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Successful Implementation
• Internal project leadership team• Communication and motivation• Department workflow analysis• Specific and measurable goals• Strategy for entering existing data• Sufficient time for training• Ongoing plan for support
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Successful Implementation
• Internal project leadership team• Communication and motivation• Department workflow analysis• Specific and measurable goals• Strategy for entering existing data• Sufficient time for training• Ongoing plan for support
Component16/Unit1 Health IT Workforce Curriculum Version 1.0/Fall 2010
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![Page 21: Component16/Unit1Health IT Workforce Curriculum Version 1.0/Fall 2010 1 Customer Service in Healthcare IT Unit 1 Customer Service in Healthcare IT.](https://reader036.fdocuments.us/reader036/viewer/2022062320/56649d0c5503460f949e07bd/html5/thumbnails/21.jpg)
Successful Implementation
• Internal project leadership team• Communication and motivation• Department workflow analysis• Specific and measurable goals• Strategy for entering existing data• Sufficient time for training• Ongoing plan for support
Component16/Unit1 Health IT Workforce Curriculum Version 1.0/Fall 2010
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![Page 22: Component16/Unit1Health IT Workforce Curriculum Version 1.0/Fall 2010 1 Customer Service in Healthcare IT Unit 1 Customer Service in Healthcare IT.](https://reader036.fdocuments.us/reader036/viewer/2022062320/56649d0c5503460f949e07bd/html5/thumbnails/22.jpg)
Successful Implementation
• Internal project leadership team• Communication and motivation• Department workflow analysis• Specific and measurable goals• Strategy for entering existing data• Sufficient time for training• Ongoing plan for support
Component16/Unit1 Health IT Workforce Curriculum Version 1.0/Fall 2010
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![Page 23: Component16/Unit1Health IT Workforce Curriculum Version 1.0/Fall 2010 1 Customer Service in Healthcare IT Unit 1 Customer Service in Healthcare IT.](https://reader036.fdocuments.us/reader036/viewer/2022062320/56649d0c5503460f949e07bd/html5/thumbnails/23.jpg)
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Unit 1 Summary
• Described the definitions of customer service
• Identified customers needs based on context
• Discussed different measures to customer service in Healthcare IT