It is common to hear the managers of large medical centers talk about customer satisfaction. In recent years, this concept has gained strength since it is essential within a commercial relationship that patients who purchase our services have a good experience so that they choose us again and, at the same time, recommend us.
Many studies focus on absolute customer satisfaction and forget the organization’s engine: Its employees.
A company is an ordered structure where people with different roles, responsibilities, and positions coexist, interact, and seek to achieve a common goal using limited resources.
This is why the work team is the key to achieving the objectives of any company.
Who is the internal customer?
The internal client is the one who has a relationship with the company, either directly or outsourced, and acts as a bridge between it and the final consumer (your patient).
Here, we identified two strategic allies that generate value for our patient’s experience and, in turn, represent our medical center since it is exactly the set of their works that makes the name of a brand in the market. This means that it is crucial to maintain the clinic’s credibility and reputation.
The internal client needs to be a salesperson who is proud of his service and passionate about his work. In this way, he will achieve the necessary emotional connection with the external client.
Because it is essential?
Every organization is a team, so turning the internal client into an ambassador who proudly carries your company’s name is essential. This can only be achieved by knowing the needs of our collaborators to generate significant experiences that contribute to attracting the best talent in the market—employment and later retaining it.
We must create an experience where our internal customers feel listened to, comfortable, and valued; they feel like people, not just pieces within a system that carries out a task with a purpose.
In business, forget the human factor. Still, the most ironic thing is that we, the people, are the ones who carry out these transactions. Companies must understand that the people who work and develop with them are human beings with interests and motivations, which will be reflected in their different actions.
Key Steps:
Teams and Roles:
A fundamental piece to enhance the human factor is knowing how to form work teams; this allows uniting the skills and strengths of several people with different profiles. Still, overall cohesion will be a factor that affects the achievement of objectives more quickly. And will generate an increase in productivity.
Knowing our roles in forming work teams is essential within our office. Still, learning how to motivate each worker and prevent talent leakage is also necessary.
We must not forget that a good idea can become an absolute failure if the people who have to put it into practice make mistakes due to their lack of motivation. For this reason, it is essential to identify our roles within each group. Work to adapt the strategy and make it as effective as possible.
Internal communication:
Motivation is essential for good job performance, but another critical point is internal communication. This will help align the expectations of the collaborator and the clinic; in this way, you can feel more secure knowing your company’s most urgent and essential objectives.
It is also a key piece in terms of transformation since keeping the employee informed minimizes rejection of change and new actions that the strategy sometimes requires (Keep in mind that we live in a dynamic world, and change and adaptability are essential to survive and maintain leadership in the industry), you have to reinvent yourself, and the support of the team is critical since you will identify that success is in your hands to develop the strategy. Therefore you will measure the importance of your work and the responsibility necessary to perform it.
Communication = Clarity
Another aspect to highlight is the knowledge of the relevant information between the patient’s relationship and the service we provide since it is the key to reaffirming the value of the work of our group of collaborators and will enable an improvement in the daily actions of the worker. In turn, it is a key for the clinic since transmitting this information makes it possible to demand better performance of the functions assertively.
Knowing the reality of the business and its projections contributes to uniting the team in favor of the desired future state.
Feedback improves efficiency
This area should also include feedback spaces, where the collaborator is given a safe space where he can interact with confidence and provide his opinions, concerns, and suggestions regarding his perspective on workplace policies and processes; this allows us to receive feedback from new points of view, where processes can be optimized and the patient experience improved (let’s not forget that while managers are focused on the whole, the employee is the one who is immersed in every detail of the administrative process and the service and He is the one who can provide improvements in details that optimize processes and contribute to improving the culture of the organization as well as the experience of the final customer.
Standardize Processes:
This process organizes and, at the same time, facilitates the work effort since it minimizes the rework process, as well as establishes aligned goals and deliveries.
Performance measurement:
Maintaining clear and monitored objectives through KPIs will allow each area to evaluate employees in terms of productivity, performance, leadership, and commitment. As well as facilitate the process where clear and specific points of improvement are identified to provide feedback to the employee and focus efforts.
Technological solution:
This is a crucial piece since it optimizes the flow of information for patients and workers.
The team’s work becomes more productive and generates greater security for the employee, directly impacting their performance and disposition, causing efforts to be redirected in a more humane, gentle, and empathetic support towards the external client.
Reward Policies:
All this process of internal efforts must be rewarded, and this is where motivation policies should affect the same elements of emotional connection that are wanted to be achieved in external clients. A good form of retribution for the efforts made should not focus solely on the economic part; it would be better to focus it on actions that facilitate family reconciliation, free time, or enjoying it with the family.
