TRIAGE FUNDAMENTALS #7: CUSTOMER SERVICE PERCEPTIONS

Course overview

Providing a positive experience in the emergency or urgent care setting is challenging; customer expectations continually rise as customer service in healthcare is increasingly in the spotlight. This course discusses key issues that impact patient and caregiver perceptions of care. The desired outcome is not that nurses necessarily agree with customer expectations, but rather that they understand how customer expectations evolve and present themselves. The recommendations posed are transferable to other points of patient care outside of triage, such as in the treatment and discharge processes. The department goal should be to capture these effective practices from the entry point of triage through the point of discharge, admission, or transfer.