7 Strategies for Providing Patients with Superior Customer Service in the Healthcare Industry

Providing high-quality customer service should be a top priority for healthcare providers. 96% of customers would leave you if you didn’t meet their expectations of good customer service. 

Achieving this level of service requires work from the front desk, staff members, and even the CEO.

In order to provide patients with the best possible service, here are seven strategies that will get you on the path to providing superior customer service in the healthcare industry:

1. Make a commitment to communication

Communication is the foundation of any thriving business. In the healthcare industry, communication with patients is vital. As per a study, 96% of the customers find a lack of good communication in the businesses they deal with.

That’s a considerable number. That’s why it’s so essential to make a commitment to communication to raise your standards of patient customer service.

There are many ways to do this, including:

  • Establishing communication guidelines
  • Training staff on communication skills
  • Communicating with patients who are not happy with their care
  • Communicating with patients after they’ve seen their doctor
  • Communicating with patients who are waiting for care
  • Establishing communication channels for your patients
  • Creating communication strategies for improving patient satisfaction

2. Ask for feedback from patients

Asking for feedback is a great strategy because it not only gives you a sense of how well you’re doing and what you can do better, but it also gives your patients the chance to voice their opinions and be heard. 

Asking for feedback is an easy way to show your customers that you care and want to improve.

When you ask for feedback, there are a few things you should do:

  • Ask them what they liked and didn’t like about their visit
  • Ask for specific feedback about the service they received—what they liked and didn’t like about your staff
  • Ask them if they would recommend your practice to friends.

Conducting questionnaire-based surveys and asking for comments in the patient information forms can also let you know how to make your customer service superior.

If you think it can be a bit of a tedious task, you probably haven’t given 123 Form Builder a try. They are doing a fantastic job at cutting off the paperwork and streamlining your medical documentation process.

Additionally, all of their medical forms, including the ones mentioned above, are HIPAA-compliant. Because you need to ensure your patients’ privacy, you should learn more about what to include in HIPAA-compliant medical forms and what they are.

3. Ensure the patient feels cared for

One of the most crucial parts of providing patients with superior customer service is ensuring that they feel cared for. If the patient doesn’t feel cared for, they’re not going to be satisfied with their experience.

One way to assure the patient feels cared for is by being courteous and attentive. This includes paying attention to the patient’s comfort level. You should be aware of what they are saying or doing to show that they are in pain.

Another way to assure the patient feels cared for is by addressing their needs promptly. For instance, if the patient needs medication, you should provide them with it on time. 

You can also offer refreshments or snacks to your patients who may be stuck in the waiting room for an extended period of time.

Overall, you must go above and beyond in order to make your patients feel cared for.

4. Provide a sense of optimism and hope

Patients want to know that they are in good hands when they enter your facility. You want to make them feel welcomed and at ease. With that in mind, it’s important to provide a sense of optimism and hope.

Let’s say you just disclosed bad news to a patient that they have got cancer. They walk out of the hospital in shock and disbelief, but in these moments, they want someone to cheer them on. They want to be reassured that they’ll be alright.

It’s where the front office staff comes in. They are the first line of contact with your patients. They can provide a sense of optimism and hope for patients who are struggling with difficult situations.

When patients walk through the door, they need to be met by friendly faces ready to comfort them and speak to their needs. 

When patients are met with kindness, they feel like they’re in good hands. Plus, it can help reduce stress levels and anxiety levels for both the patient and the caregiver.

5. Take ownership of problems and complaints

In the healthcare industry, it’s the responsibility of everyone—from the front desk to the CEO—to help patients feel as if they’re being treated as a person, not a number.

To do this, take ownership of any problems or complaints. When something goes wrong, or a patient feels unappreciated, it’s up to your staff and leadership to take responsibility and make it right. 

Doing so will ensure your patients know you’re listening and actively working to improve their experience.

For example, if a patient is unhappy with the wait time at your facility, you can follow up with them and apologize or offer them a better experience next time. 

By doing so, you’re showing that you’re invested in your customer’s happiness and satisfaction.

6. Encourage patient participation in their care

To increase patients’ adherence to doctor’s orders, involve them in their care. Here are a few ways you can get patients involved in their care:

  • Offer a patient portal, giving patients access to their visits and medical records
  • Ask patients to sign a consent form before a procedure
  • Allow patients to give feedback to the office
  • Encourage patients to let doctors know when they’re unhappy

7. Offer personalized care

Our list’s last strategy for providing superior customer service in the healthcare industry is to offer personalized care.

Make sure you take time to get to know your patients on a personal level. It will help you learn about their needs and understand their health goals. You can then tailor your care to their individual needs.

The best way to do this is by following up with patients after an appointment. The gesture will show your concern for them and ensure that they’re getting all the information they need.

Plus, personalized care will encourage patients to come back again in the future. Overall, it’s great for improving customer service, increasing referrals, and maximizing profits.


The healthcare industry is evolving, and the way healthcare is delivered is changing too. Many strategies can help you provide patients with the best customer service. 

The strategies we’ve covered in this article can help you better serve your patients and improve their experience.

To make the most of these strategies, start by implementing them one by one and paying attention to how they affect your practice. 

Listen to feedback and make adjustments as needed. Be sure to examine the costs and benefits of any change before implementing it.

Your patients deserve the best customer service, and you can provide that to them by implementing these seven strategies.