Perlunya Memaksimalkan Service Excellence di Rumah Sakit

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Rumah sakit dibangun untuk memberikan pelayanan kesehatan kepada masyarakat. Ketika Anda berada di rumah sakit mungkin yang terlintas di pikiran adalah rasa takut dan bosan. Salah satu tujuan utama didirikan rumah sakit memang untuk memberikan pelayanan prima pada pasien mereka. Tapi, banyak sekali rumah sakit yang hanya asal-asalan saja dalam melayani pasien mereka. Tidak sedikit dari tenaga medis yang memberikan pelayanan kurang memuaskan pasien dan pada akhirnya pasien kapok berobat di rumah sakit tersebut. Bahkan hanya sebagian saja yang memberikan Service Excellence di rumah sakit kepada pasien. Padahal bukan hanya karyawan di bagian depan saja yang harus memberikan pelayanan prima, namun semua lini juga harus memberikan Service Excellence.

Service Excellence sangat penting karena bisa memberikan efek yang luar biasa pada pasien. Mereka pada dasarnya tidak hanya ingin berobat namun juga ingin diperhatikan, di hormati dan disanjung. Jika semua lini di rumah sakit tersebut mampu memberikan Service Excellence di rumah sakit yang bagus efeknya tidak hanya kepuasan pasien namun omset yang didapat juga akan meningkat.

Service Excellence di rumah sakit adalah pelayanan yang diberikan kepada pasien agar mereka terpuaskan dan ingin menggunakan jasa bahkan akan tetap memakai jasa dari rumah sakit tersebut di kemudian hari. Mengapa pasien ingin menggunakan jasa rumah sakit lagi?

Semua itu karena pelayanan yang diberikan semua karyawan di rumah sakit yang benar-benar memuaskan bahkan pasien merasa terpuaskan lebih dan dihargai. Jika pasien merasa puas mereka tidak hanya menggunakan jasa itu sekali lagi namun mereka secara tidak langsung akan mempromosikan pengalaman mereka terhadap Service Excellence di rumah sakit tersebut. Orang akan lebih tertarik bila mereka mendengarkan langsung pengalaman dari seseorang terhadap pelayanan tertentu. Jadi Service Excellence sangat diperlukan bukan hanya untuk kepuasan pelanggan namun juga untuk masa depan rumah sakit tersebut.

Untuk memberikan Service Excellence di rumah sakit, setiap lini harus bekerja sama dalam membangun kekompakan dalam pelayanan pasien. Customer service, bagian medis, maupun karyawan lainnya harus memiliki senyuman yang tulus dan hati yang tulus dalam melayani pasien, wajah yang hangat dan ceria, penampilan yang menarik, tutur kata yang halus, dan kemampuan melayani pasien. Pasien akan senang bila mendapatkan sapaan halus pada mereka. Sikap ramah dan mudah menyesuaikan diri pada pasien akan memudahkan dalam memberikan pelayanan pasien.

Jika pihak rumah sakit mengetahui karakter dan keinginan pasien, mereka akan mudah memberikan mana Service Excellence di rumah sakit terbaik yang bisa diberikan agar pasien benar-benar terpuaskan. Untuk memaksimalkan pelayanan di rumah sakit, ada baiknya pihak terkait melakukan beberapa evaluasi dan bimbingan seperti pelatihan atau training agar Service Excellence pada pasien benar-benar bisa dilaksanakan secara maksimal.

SUMBER

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• 10 Tips Service Excellence
• Budaya 3A Membangun Service Excellence
• Apa Fungsi Service Excellence Untuk Rumah Sakit
• Menerapkan Service Excellence Dalam Manajemen Rumah Sakit
• Service Excellence di Restoran Dengan Table Service

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