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Component 16-Professionalism/Customer Service in the Health Environment Unit 1-Customer Service in Health IT Lecture 1a-Definitions of Customers and Customer.

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Presentation on theme: "Component 16-Professionalism/Customer Service in the Health Environment Unit 1-Customer Service in Health IT Lecture 1a-Definitions of Customers and Customer."— Presentation transcript:

1 Component 16-Professionalism/Customer Service in the Health Environment Unit 1-Customer Service in Health IT Lecture 1a-Definitions of Customers and Customer Service This material was developed by The University of Alabama at Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number 1U24OC000023.

2 Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 2 Unit 1: Learning Objectives Define customer service Identify healthcare customers Identify customer needs based on context

3 Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 3 What is Customer Service? Customer: purchaser of commodity or service Service: work performed by someone who serves “The degree of assistance and courtesy granted those who patronize a business” - Entrepreneur Magazine

4 “The degree of assistance and courtesy granted those who patronize a business” Customer service can be –Good –Adequate –Bad What is Customer Service? Component16/Unit1-1a4Health IT Workforce Curriculum Version 2.0/Spring 2011

5 A Service Culture Healthcare IT professionals primarily provide a service –Installation and support for a given set of systems/applications both purchased and integrated From a customer’s point of view, the HIT function output is a blending of tangible and service components Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 5

6 Who are Healthcare IT Customers? Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 6 Hospitals

7 Who are Healthcare IT Customers? Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 7 Hospitals Physician Clinics Clinicians Physicians Nurses

8 Who are Healthcare IT Customers? Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 8 Staff Patients Public

9 Who are Healthcare IT Customers? Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 9 Staff Patients Public

10 What do Customers Want? Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 10 It depends on the customer –Physicians –Nurses –Administration –Staff –Patients

11 What do Customers Want? Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 11 It depends on the customer –Physicians –Nurses –Administration –Staff –Patients

12 What do Customers Want? Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 12 It depends on the customer –Physicians –Nurses –Administration –Staff –Patients

13 What do Customers Want? Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 13 It depends on the customer –Physicians –Nurses –Administration –Staff –Patients

14 What do Customers Want? Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 14 It depends on the customer –Physicians –Nurses –Administration –Staff –Patients

15 What do Customers Want? Component16/Unit1-1aHealth IT Workforce Curriculum Version 2.0/Spring 2011 15 It depends on the customer –Physicians –Nurses –Administration –Staff –Patients

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