Excellence in Service - Health
Create strategies to foster positive customer and/or patient experiences and deliver service excellence throughout the engagement lifecycle
Type
Domain
Competency Area
Quality and Patient Safety
Levels
Provide customer and/or patient service according to guidelines
Project a professional image and persona in order to maintain the organisation’s reputation and provide a smooth customer and/or patient experience
Demonstrate effective communication skills when interacting with customers and/or patients
Follow organisational processes and procedures to provide prompt and quality customer and/or patient services
Carry out collection of customer and/or patient feedback
Going-the-extra-mile and providing customers and/or patients with a positive experience
Articulate identified customer and/or patient needs and expectations
Attend to customer and/or patient needs through observations
Interact positively with customers and/or patients and adopt a solution focused approach
Go the extra mile, within reason, when delivering service to exceed customer and/or patient expectations
Create a positive customer and/or patient experience by offering customised and personalised services
Identify triggers in the service environment that may lead to potential service challenges
Apply service recovery procedures to respond to service challenges
Identify areas of improvement as per customer and/or patient feedback
Identify challenges that require escalation
Escalate feedback on areas of improvement to enhance the customer and/or patient experience
Escalate difficult situations to supervisors
Identify the customers profiles and their positions within the healthcare sector
Establish customer and/or patient rapport to build customer and/or patient loyalty
Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation
Maintain customer and/or patient relationships by building their confidence in the organisation
Identify organisation customer and/or patient profiles
Identify organisation’s products or services offered
Provide post-discharge follow-up as required
Follow through feedback and/or escalated complaints
Refer customers and/or patients for appropriate support
Develop servicing partnerships by strengthening the relationships and differentiated experiences
Maintain relationships with existing customers and/or patients
Monitor customer and/or patient satisfaction and identify areas for improvement
Implement continual improvements based on feedback provided
Communicate implemented improvements to customers and/or patients, when appropriate, and seek their feedback on their effectiveness
Guide junior staff on how to improve service delivery and manage touch points
Liaise with other departments to improve customer and/or patient journey
Drive service excellence at an organisational level
Drive service initiatives within the organisation
Review service workflows and processes to ensure hassle-free service across different touch points
Collaborate with other departments to improve the quality of service provided to customers and/or patients