Pennsylvania's Geisinger Health System Focuses on Customer Service
Meghan Young — April 19, 2016 — Lifestyle
References: neatorama
Not happy with your service at the Geisinger Health System? Well, now you can enjoy a refund. This is not something people have associated with the health care and yet perhaps this is what's been missing from it all along. After all, personnel shouldn't be taking for granted that visitors have to pay in order to get treatment in the United States, especially when lives are in their hands.
Geisinger Health System is hoping to usher in a new age in Pennsylvania. A novel approach to the ingrained health system, health care executive Ceci Connolly nevertheless expresses that it shouldn't be, "It is sad and ironic that a business that has decided to listen to its customers and be responsive and even occasionally refund some money is considered so out-of-the box."
Geisinger Health System is hoping to usher in a new age in Pennsylvania. A novel approach to the ingrained health system, health care executive Ceci Connolly nevertheless expresses that it shouldn't be, "It is sad and ironic that a business that has decided to listen to its customers and be responsive and even occasionally refund some money is considered so out-of-the box."
Trend Themes
1. Customer-first Healthcare - Geisinger's refund program emphasizes customer service in the healthcare industry, creating opportunities for other healthcare providers to prioritize customer satisfaction.
2. Innovative Payment Models - Refunds in healthcare represent a new payment model; other industries could consider incorporating refund policies to improve customer satisfaction and loyalty.
3. Patient Empowerment - By allowing patients to receive refunds for unsatisfactory healthcare experiences, Geisinger is empowering patients and creating an opportunity for other healthcare providers to do the same.
Industry Implications
1. Healthcare - Geisinger's refund program shows a disruptive opportunity for healthcare providers to prioritize customer satisfaction and implement innovative payment models to improve patient-centered care.
2. Insurance - Incorporating refund policies could help insurance companies improve customer satisfaction and promote loyalty.
3. Retail - By offering refunds and prioritizing customer service, retail companies can improve brand reputation and customer loyalty.
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