Module 04 Assignment – Conflict with Patients and Role of Customer Service

Conflict with patients can occur and excellent customer service will be an essential part of the resolution process. In 1-2 pages, discuss the following aspects and concepts associated with customer service that would be utilized to resolve this patient scenario:

You are following up with a patient to review his treatment plant after the medical doctor just saw him. The patient states to you that he’s upset and doesn’t want to see that medical doctor anymore and will not pursue any of the doctor’s recommendations.

Please discuss the following aspects and concepts in 1-2 pages:

• Identify two possible factors that could have contributed to this patient scenario conflict and briefly explain how it could have. For example, the patient may have a hearing impairment and didn’t hear the doctor correctly.
• How you would assist resolving this patient conflict and what customer service tools, techniques, and skills you would utilize.
• Why providing excellent customer service for this patient conflict is important for the patient and healthcare organization.

Submit your completed assignment by following the directions linked below. Please check the Course Calendar for specific due dates.

Save your assignment as a Microsoft Word document. (Mac users, please remember to append the “.docx” extension to the filename.) The name of the file should be your first initial and last name, followed by an underscore and the name of the assignment, and an underscore and the date. An example is shown below:

Jstudent_exampleproblem_101504