How Service NSW Achieved a 97% Customer Satisfaction Rating
The NSW government knew it had to put its customer service first. Which is why the NSW government created Service NSW, a one-stop-shop for customer service to unify and raise customer experience standards.
How to Minimise Stress and Frustration Through Communication in the Waiting Area
For many patients, the feeling of sitting in a waiting room and watching the minutes on the clock tick further and further past the time of their scheduled appointment is an all too familiar and frustrating one.
"360° View of the Customer" is great, now what about The Customer's View of You?
Originally posted on the Qnomy bloghere
Ever since CRM systems took center stage in service providing organisations, the notion of obtaining a "360 degree customer view" became a key part of business strategy, as the concept is thought of as key...
Patient Journey Part 2: How can real-time engagement improve the experience of oncology patients during their visit?
In our first installment of this blog, we discussed creating a patient-centric operational treatment plan, and using an omnichannel approach to delegate and empower the patient as an integral part of the oncology patient journey. In this post we...
Patient Journey Part 1: How can omnichannel engagement improve the experience of oncology patients and supporting family?
Healthcare providers today ask more of patients; inundating them with intake forms, screening questionnaires, patient experience & satisfaction scores and more. Nevertheless, patients are interested in getting pertinent educational information,...
7 clever ways to reduce waiting times in your organisation
Nobody likes waiting in queues. Not only is the lost time frustrating, but also the feelings of uncertainty, boredom and annoyance makes the wait so undesirable and sometimes unbearable! Here are 7 ways to reduce waiting times in your service...
Are you ready for today’s digital patient?
Today’s patients are not sitting idle in waiting rooms hoping they will be seen by a doctor at some stage. They are researching healthcare providers online, seeking recommendations on social media, looking up symptoms, booking appointments online...