A\u00a0oferi\u00a0un\u00a0serviciu\u00a0excep\u0163ional\u00a0\u00eencepe\u00a0prin\u00a0a\u00a0asculta\u00a0pacientul\u00a0cu\u00a0aten\u0163ie\u00a0\u015fi\u00a0r\u0103bdare, a\u00a0centra\u00a0discu\u0163ia\u00a0pe\u00a0nevoileindividuale\u00a0ale\u00a0acestuia\u00a0\u015fi\u00a0mai\u00a0ales a\u00a0oferi\u00a0empatie,\u00a0indiferent\u00a0dac\u0103\u00a0ne\u00a0raport\u0103m\u00a0la un medic, la o\u00a0persoan\u0103\u00a0din call center\u00a0sau\u00a0recep\u0163ie. Cu\u00a0toate\u00a0acestea\u00a0un\u00a0studiu\u00a0de mystery calling\u00a0f\u0103cut\u00a0de VBS -Business Solutions, la\u00a0principaleleclinici\u00a0de\u00a0s\u0103n\u0103tate\u00a0private, a\u00a0ar\u0103tat\u00a0c\u0103\u00a0doar\u00a0\u00een\u00a0jum\u0103tate\u00a0din\u00a0cazuri\u00a0\u201cpacien\u0163ii\u00a0misterio\u015fi\u201d\u00a0au\u00a0fost\u00a0\u00eent\u00e2mpina\u0163i\u00a0la\u00a0celalaltcap\u0103t\u00a0al\u00a0firului\u00a0pe\u00a0un ton optimist,\u00a0asigurat\u00a0de o voce\u00a0cald\u0103,\u00a0plin\u0103\u00a0de\u00a0speran\u0163\u0103,\u00a0oferindu-le\u00a0certitudinea\u00a0c\u0103\u00a0s\u0103n\u0103tatea\u00a0loreste\u00a0primordial\u0103.<\/p>\n
Acest\u00a0studiu\u00a0de mystery shopping,\u00a0numit\u00a0\u00een\u00a0unele\u00a0surse\u00a0\u201ctehnica\u00a0pacientului\u00a0misterios\u00a0sau\u00a0anonim\u201d, a\u00a0fost\u00a0efectuat\u00a0\u00eentre\u00a03\u015fi\u00a09\u00a0Ianuarie\u00a0a.c. la 11\u00a0unit\u0103\u0163i\u00a0medicale\u00a0private din\u00a0Bucure\u015fti,\u00a0\u015fi\u00a0a\u00a0\u00eencercat\u00a0s\u0103\u00a0surprind\u0103\u00a0toate\u00a0elementele\u00a0ce\u00a0contribuie\u00a0lasatisfac\u0163ia\u00a0pacientului\u00a0\u00een\u00a0momentul\u00a0primei\u00a0interac\u0163iuni\u00a0telefonice. Au\u00a0fost\u00a0urm\u0103rite\u00a0at\u00e2t\u00a0aspectele\u00a0tehnice\u00a0privind\u00a0eticheta\u00a0la\u00a0telefon\u00a0\u015fi\u00a0respectarea\u00a0procedurilor\u00a0standard de\u00a0comunicare,\u00a0c\u00e2t\u00a0\u015fi\u00a0elementele\u00a0privind\u00a0nevoile\u00a0emo\u0163ionale\u00a0alepacien\u0163ilor.<\/p>\n
S\u0103\u00a0nu\u00a0uit\u0103m\u00a0c\u0103\u00a0majoritatea\u00a0celor\u00a0care\u00a0solicit\u0103\u00a0o\u00a0programare\u00a0se\u00a0confrunt\u0103\u00a0cu o\u00a0problem\u0103\u00a0acut\u0103\u00a0de\u00a0s\u0103n\u0103tate,\u00a0iar\u00a0ace\u015ftia\u00a0pot\u00a0prezenta\u00a0pe\u00a0l\u00e2ng\u0103\u00a0durerea\u00a0fizic\u0103\u00a0\u015fi\u00a0emo\u0163ii\u00a0negative cum\u00a0ar\u00a0fi\u00a0incertitudine\u00a0\u015fi\u00a0anxietate.Prin\u00a0urmare\u00a0operatorul\u00a0carer\u0103spunde\u00a0solicit\u0103rii\u00a0unui\u00a0poten\u0163ial\u00a0pacient\u00a0trebuie\u00a0s\u0103\u00a0fie\u00a0\u015fi\u00a0o\u00a0companie\u00a0pl\u0103cut\u0103, care\u00a0s\u0103\u00a0ofere\u00a0compasiune\u00a0\u015fi\u00a0\u00een\u0163elegere.Cel\u00a0care\u00a0apeleaz\u0103\u00a0la un\u00a0astfel\u00a0de\u00a0serviciu\u00a0o face cu\u00a0inima\u00a0str\u00e2ns\u0103\u00a0fiindc\u0103\u00a0este\u00a0vorba\u00a0despre\u00a0integritatea\u00a0lui\u00a0fizic\u0103, deaceea, un ton\u00a0prietenos\u00a0pe\u00a0parcursul\u00a0discu\u0163iei, o\u00a0\u00eemb\u0103rb\u0103tare\u00a0sau\u00a0o\u00a0\u00eencurajare\u00a0poate\u00a0fi\u00a0o\u00a0necesitate.<\/p>\n
Mai\u00a0mult, nu se\u00a0poate\u00a0oferi\u00a0asisten\u0163\u0103\u00a0\u015fi\u00a0ajutor,\u00a0mai\u00a0ales\u00a0fiind\u00a0vorba\u00a0de o\u00a0unitate\u00a0medical\u0103,\u00a0dac\u0103\u00a0pacientul\u00a0este\u00a0\u00eentreruptimediat,\u00a0\u00eenainte\u00a0s\u0103\u00a0poat\u0103\u00a0comunica\u00a0care\u00a0\u00eei\u00a0sunt\u00a0nevoile,\u00a0dar\u00a0\u015fi\u00a0temerile. Cu\u00a0toate\u00a0acestea,\u00a0\u00een\u00a0momentul\u00a0\u00een\u00a0care s-a\u00a0apelatpentru\u00a0o\u00a0programare\u00a0telefonic\u0103\u00a0\u00een\u00a0peste\u00a050 % din\u00a0cazuri\u00a0pacientul\u00a0a\u00a0fost\u00a0\u00eentrerupt\u00a0dup\u0103\u00a0doar\u00a0c\u00e2teva\u00a0secunde,\u00a0iar\u00a0tonuloperatorilor\u00a0din call center a\u00a0fost\u00a0unul\u00a0expeditiv\u00a0\u015fi\u00a0chiar\u00a0nepoliticos. S-a\u00a0observat\u00a0c\u0103\u00a0uneori\u00a0preocup\u0103rile\u00a0birocratice\u00a0suntmai\u00a0importante\u00a0dec\u00e2t\u00a0nevoile\u00a0pacientului:\u00a0\u00een\u00a0unele\u00a0convorbiri\u00a0telefonice,\u00a0problemele\u00a0semnalate\u00a0de\u00a0pacient\u00a0au\u00a0trecut\u00a0peplanul\u00a0doi\u00a0operatorul\u00a0fiind\u00a0mai\u00a0degrab\u0103\u00a0interesat\u00a0de\u00a0datele\u00a0de\u00a0identificare\u00a0ale\u00a0acestuia\u00a0dec\u00e2t\u00a0s\u0103\u00a0asculte\u00a0\u015fi\u00a0s\u0103\u00a0afle\u00a0cauzapentru\u00a0care\u00a0este\u00a0nevoie\u00a0de medic\u00a0sau\u00a0consult.\u00a0\u00cen\u00a0plus\u00a0r\u0103bdarea\u00a0pacientului\u00a0era\u00a0pus\u0103\u00a0la mare\u00a0\u00eencercare,\u00a0deoarece\u00a0doar\u00a01 din 3\u00a0apeluri\u00a0au\u00a0fost\u00a0preluate\u00a0prompt,\u00a0fiind\u00a0nevoie\u00a0chiar\u00a0de 4\u00a0apel\u0103ri\u00a0consecutive\u00a0\u00eentr-unul\u00a0din\u00a0cazuri\u00a0pentru\u00a0a\u00a0putea\u00a0seputea\u00a0lua\u00a0leg\u0103tura\u00a0cu un operator.<\/p>\n
Pentru\u00a0ca\u00a0fiec\u0103rui\u00a0pacient\u00a0s\u0103\u00a0i se\u00a0ofere\u00a0o\u00a0solu\u0163ie\u00a0personalizat\u0103\u00a0nevoilor\u00a0sale,\u00a0ar\u00a0trebui\u00a0s\u0103\u00a0se\u00a0acorde\u00a0o\u00a0importan\u0163\u0103deosebit\u0103\u00a0nu\u00a0numai\u00a0aspectelor\u00a0legate de\u00a0amabilitate\u00a0\u015fi\u00a0etichet\u0103\u00a0la\u00a0telefon,\u00a0ci\u00a0\u015fi\u00a0abilit\u0103\u0163ilor\u00a0personalului\u00a0ce\u00a0deserve\u015fteclientul\u00a0de a\u00a0identifica\u00a0nevoile\u00a0\u015fi\u00a0profilul\u00a0acestuia. Din\u00a0p\u0103cate,\u00a0realitatea\u00a0din\u00a0clinicile\u00a0noastre\u00a0are\u00a0pu\u0163ine\u00a0bile\u00a0albe\u00a0la\u00a0acest\u00a0capitol.\u00a0Aproape\u00a0\u00een\u00a070 % din\u00a0cazuri,\u00a0operatorii\u00a0din call center nu au pus\u00a0toate\u00a0\u00eentreb\u0103rile\u00a0pentru\u00a0a\u00a0determina\u00a0nevoilorpacien\u0163ilor\u00a0\u015fi\u00a059 %\u00a0dintre\u00a0ace\u015ftia\u00a0nu i-au\u00a0\u00eentrebat\u00a0nici\u00a0m\u0103car\u00a0dac\u0103\u00a0apeleaz\u0103\u00a0la\u00a0aceast\u0103\u00a0clinic\u0103\u00a0pentru\u00a0prima\u00a0dat\u0103.<\/p>\n
Este esen\u0163ial de precizat\u00a0c\u0103\u00a0abilit\u0103\u0163ile de v\u00e2nzare ale\u00a0personalului\u00a0din \u201cfront line\u201d, de\u015fi au un rol complementar\u00a0\u00een\u00a0acest\u00a0departament, pot face adesea diferen\u0163a\u00a0\u00eentre\u00a0a realiza o\u00a0programare\u00a0sau\u00a0a-l\u00a0determina\u00a0pe\u00a0pacient\u00a0s\u0103\u00a0treac\u0103 la urm\u0103toarea\u00a0unitate\u00a0medical\u0103\u00a0din list\u0103. Dac\u0103\u00a0\u00een\u00a0momentul\u00a0contramand\u0103rii unei program\u0103ri\u00a0mai\u00a0mult\u00a0de\u00a0jum\u0103tate\u00a0dinclinicile\u00a0evaluate au\u00a0\u00eencercat\u00a0s\u0103\u00a0ofere\u00a0pacientului\u00a0o alternativ\u0103, adic\u0103 o reprogramare,\u00a0doar\u00a01 din 10 operatori au men\u0163ionat din proprie ini\u0163iativ\u0103\u00a0\u015fi\u00a0alte servicii oferite de\u00a0clinic\u0103. Mai\u00a0mult\u00a0dec\u00e2t\u00a0at\u00e2t,\u00a0nici\u00a0unul\u00a0dintre\u00a0cei 22 de operatori de call center evalua\u0163i nu a men\u0163ionat\u00a0\u00een\u00a0timpul convorbirii\u00a0m\u0103car\u00a0un beneficiu oferit de compania sa\u00a0\u00een\u00a0raport cu concuren\u0163a.<\/p>\n
La capitolul \u201da\u015fa nu\u201d putem trece\u00a0\u015fi\u00a0c\u00e2teva\u00a0experien\u0163e hazlii\u00a0sau\u00a0chiar\u00a0\u201etragice\u201d\u00a0\u00een\u00a0care\u00a0operatorul\u00a0a omis s\u0103-i comunicepacientului\u00a0loca\u0163ia\u00a0\u015fi\u00a0doctorul la care a\u00a0fost\u00a0programat, a devenit specialist refuz\u00e2ndu-i\u00a0pacientului, pur\u00a0\u015fi\u00a0simplu, consultul la un medic specialist\u00a0\u015fi\u00a0\u00eendrum\u00e2ndu-l for\u0163at spre medicul de familie\u00a0sau\u00a0era angrenat\u00a0\u00een\u00a0alte activit\u0103\u0163i motivpentru\u00a0care a solicitat\u00a0unele\u00a0date de\u00a0identificare\u00a0de doua ori\u00a0\u00een\u00a0cadrul aceleia\u015fi\u00a0convorbiri.<\/p>\n
Rela\u0163ia cu clien\u0163ii\u00a0trebuie\u00a0s\u0103\u00a0fie una excep\u0163ional\u0103\u00a0mai\u00a0ales\u00a0\u00een\u00a0cazul institu\u0163iilor de\u00a0s\u0103n\u0103tate,\u00a0deoarece\u00a0c\u00e2nd un\u00a0pacientapeleaz\u0103\u00a0la serviciile unei\u00a0clinici\u00a0nu\u00a0\u00eei\u00a0ofer\u0103\u00a0doar\u00a0\u00eencrederea\u00a0\u015fi\u00a0banii\u00a0lui,\u00a0ci\u00a0chiar\u00a0s\u0103n\u0103tatea\u00a0sa. Cu\u00a0toate\u00a0acestea\u00a0serviciile\u00a0medicale\u00a0din Rom\u00e2nia\u00a0sunt\u00a0\u00eenc\u0103 la un nivel de calitate minimal\u00a0\u00een\u00a0ceea\u00a0ce\u00a0prive\u015fte aten\u0163ia fa\u0163\u0103 de\u00a0pacient\u00a0(la un procent general de\u00a0doar\u00a054% conform studiului\u00a0efectuat).\u00a0\u00cen\u00a0ciuda acestui fapt, investi\u0163iile f\u0103cute de sectorul medical privat\u00a0\u00een\u00a0trainingul\u00a0personalului\u00a0precum\u00a0\u015fi\u00a0monitorizarea elementelor\u00a0ce\u00a0contribuie\u00a0la\u00a0satisfac\u0163ia\u00a0clientului\u00a0sunt\u00a0\u00eenc\u0103 insuficiente.<\/p>\n
<\/p>\n
Studiu de Mystery Shopping<\/em><\/strong><\/p>\n Articol oferit de\u00a0Cosmina Voichi\u0163a Mese\u015fan<\/strong>, Specialist\u00a0\u00een\u00a0Mystery Shopping\u00a0\u015fi\u00a0Customer Care \u2013\u00a0VBS<\/strong><\/p>\n E-mail:<\/em>voichita@solutiideafaceri.ro\u00a0 ,\u00a0\u00a0<\/em>www.solutiideafaceri.ro<\/a>\u00a0\u00a0\u00a0\u00a0\u00a0www.fidelizareclienti.blogspot.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":" A oferi un serviciu excep\u0163ional \u00eencepe prin a asculta pacientul cu aten\u0163ie \u015fi r\u0103bdare, a centra discu\u0163ia pe nevoileindividuale ale acestuia \u015fi mai ales a oferi empatie, indiferent dac\u0103 ne raport\u0103m la un medic, la o persoan\u0103 din call center sau recep\u0163ie. <\/p>\n","protected":false},"author":8,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"_links":{"self":[{"href":"http:\/\/o9atitudine.ro\/wp-json\/wp\/v2\/posts\/5675"}],"collection":[{"href":"http:\/\/o9atitudine.ro\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/o9atitudine.ro\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/o9atitudine.ro\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"http:\/\/o9atitudine.ro\/wp-json\/wp\/v2\/comments?post=5675"}],"version-history":[{"count":1,"href":"http:\/\/o9atitudine.ro\/wp-json\/wp\/v2\/posts\/5675\/revisions"}],"predecessor-version":[{"id":5676,"href":"http:\/\/o9atitudine.ro\/wp-json\/wp\/v2\/posts\/5675\/revisions\/5676"}],"wp:attachment":[{"href":"http:\/\/o9atitudine.ro\/wp-json\/wp\/v2\/media?parent=5675"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/o9atitudine.ro\/wp-json\/wp\/v2\/categories?post=5675"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/o9atitudine.ro\/wp-json\/wp\/v2\/tags?post=5675"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}