Tag Archives: patient experience

Caring Out Loud: Customer Service Pays Dividends

The most frequent complaint from patients in an urgent care setting? According to Jake Poore, founder and president of Integrated Loyalty Systems, it’s depersonalization. “People say, ‘I’m not a person, I’m an ailment,’” Poore says. “You don’t ask me what name to call me, yet I go into Starbucks, order a Grande, and they ask my name. Then the next time I walk in, they call ...

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