7 Examples of Excellent Customer Service in Healthcare and How to Implement Them
In healthcare, patient well-being isn't just about medical treatment — it is also about the overall experience. Every interaction shapes a patient's trust and confidence. Examples of excellent customer service in healthcare show that when providers prioritize clear communication, empathy, and efficiency, they can significantly improve patient outcomes and overall experience.
This article shows real-world examples of hospitals, clinics, and telemedicine providers that have implemented outstanding customer service initiatives. We will also share practical tips and tools to help healthcare organizations enhance the patient experience at every touchpoint.
7 Real-World Examples of Excellent Customer Service in Healthcare
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Mount Sinai Hospital's Digital Tools to Improve Patient Access
Institution: Mount Sinai Health System
Initiative: Expanded Digital Tools for Faster and Easier Patient Access
To reduce wait times and improve accessibility, Mount Sinai launched a suite of digital tools. This included Virtual Urgent Care, Virtual Primary Care, and a symptom-checking platform. These tools help patients identify their health concerns and receive personalized care recommendations before even stepping into a hospital. This is also beneficial for healthcare workers managing the flow of patients, avoiding overcrowding and ensuring only the most urgent of situations are on-site and in the emergency rooms.
Impact:
- Improved patient access to care
- Faster appointment scheduling and check-ins
- Streamlined patient flow within the hospital
Source: Mount Sinai Patients Receive Greater and Faster Access to Care with New, Expanded Digital Tools
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Cleveland Clinic's Post-Acute to Home (P.A.T.H.) Program
Institution: Cleveland Clinic
Initiative: Optimized Discharge Planning and Post-Acute Care Coordination
Cleveland Clinic developed the Post-Acute to Home (P.A.T.H.) Program to improve patient transitions from hospital care to home recovery. This initiative includes preoperative education, discharge planning, and enhanced coordination with post-acute care providers. It helps make sure patients receive the necessary support for recovery.
Impact:
- Enhanced patient preparedness for discharge
- Improved coordination of post-acute care services
- Reduction in hospital length of stay
Source: On the P.A.T.H. to Recovery: Post-Acute Program Optimizes Patient Discharge
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Mayo Clinic's Patient-Centered Care Approach
Institution: Mayo Clinic
Initiative: Multidisciplinary, Individualized Patient Care
Mayo Clinic is known for its patient-first philosophy, where teams of specialists collaborate to create personalized, 1:1 treatment plans based on each patient's unique needs. Instead of a segmented approach to care, Mayo Clinic verifies that all relevant specialists — from cardiologists to physical therapists — work together to develop a comprehensive strategy for diagnosis, treatment, and recovery. This approach keeps patients receiving well-coordinated care from multiple specialists. It also helps reduce the burden of navigating complex treatment plans on their own.
Impact:
- Increased patient trust and confidence in their care plans
- Improved coordination between healthcare providers, reducing miscommunication
- Recognition as a global leader in patient-centered care
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Emory Healthcare's Implementation of AI-Powered Patient Tracking in Emergency Departments
Institution: Emory Healthcare
Initiative: Deployment of Vital's AI-Powered Emergency Department Information System (EDIS)
Emory Healthcare collaborated with Vital, an AI-driven software company, to enhance patient experiences in their emergency departments (EDs). The initiative involved implementing an AI-powered Emergency Department Information System (EDIS) across multiple Emory hospitals, including Emory Saint Joseph's Hospital. This system uses artificial intelligence and natural language processing to triage patients more effectively. It allows them to provide real-time updates and predictions about patient status.
Impact:
- Enhanced patient flow and reduced wait times in the ED
- Improved communication between patients, healthcare providers and loved ones
Source: Vital and Emory Healthcare Collaborate To Build Modern Emergency Room EHR
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Stamford Health's Emphasis on Exceptional Patient Experience
Institution: Stamford Health
Initiative: Integrating Hospitality Principles into Healthcare
Stamford Health has adopted strategies from the hospitality industry to enhance patient experiences. By focusing on personalized and empathetic care, they aim to make patients feel valued and comfortable during their healthcare journey. This includes creating tailored in-patient meals for cultural and religious celebrations, such as Rosh Hashanah and Chinese New Year, and offering music therapy sessions to promote emotional well-being.
Additionally, Stamford Health emphasizes the importance of small, consistent gestures, like maintaining patient comfort during unexpected ER visits. This helps them uphold patient dignity and contribute to positive experiences.
Impact:
- Enhanced patient satisfaction and trust
- Improved emotional well-being through personalized care
- Recognition as a leader in patient-centered healthcare
Source: Stamford Health CEO (opinion): Meeting demand for exceptional patient experience
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Singapore General Hospital's Focus on Patient Safety and Community Outreach
Institution: Singapore General Hospital (SGH)
Initiative: Implementing a Comprehensive Patient Safety Program and Engaging in Community Outreach
SGH has prioritized patient safety by implementing a comprehensive program that includes regular training for staff, rigorous protocols, and a culture that encourages reporting and learning from errors.
Further, SGH actively engages with the community through outreach programs, health screenings, and educational workshops, aiming to promote public health and strengthen community relations.
Impact:
- Enhanced patient safety and reduced medical errors
- Improved community health awareness and engagement
- Strengthened trust between the hospital and the community
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The Christie's Patient-Centered Cancer Care
Institution: The Christie NHS Foundation Trust
Initiative: Comprehensive Support Services and Patient Navigators
The Christie NHS Foundation Trust, one of the largest cancer treatment centers in Europe, has built a reputation for exceptional patient-centered care. To ensure that patients feel fully supported throughout their cancer journey, The Christie employs patient navigators — specialists who guide patients through each stage of treatment, addressing concerns, coordinating care, and offering emotional support.
Beyond medical treatment, The Christie provides dedicated survivorship programs, helping patients transition from active treatment to life after cancer. These programs include psychological counseling, nutritional guidance, and specialized rehabilitation services to aid in recovery and long-term well-being. By taking a holistic approach to cancer care, the hospital makes sure that every patient receives not just the best possible treatment, but also the emotional and logistical support they need.
Impact:
- Increased patient confidence and reduced stress through hands-on guidance
- Higher treatment adherence due to better understanding of care plans
- Recognition as a global leader in compassionate, patient-first oncology care
5 Ways to Improve Healthcare Customer Service
Providing excellent customer service in healthcare goes beyond medical treatment — it requires a proactive approach to communication, patient engagement, and operational efficiency. Here are some practical strategies healthcare organizations can implement to enhance patient experiences:
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Prioritize Clear and Compassionate Communication
- Keep medical staff actively listening to patients and addressing their concerns with empathy.
- Use plain language when explaining diagnoses, treatments, and medications.
- Implement real-time communication channels like patient portals or SMS updates to keep patients informed.
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Reduce Wait Times and Improve Scheduling
- Optimize appointment scheduling with automated booking systems that allow easy rescheduling.
- Implement digital check-in processes to streamline patient intake.
- Use data analytics to forecast peak hours and allocate resources accordingly.
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Implement Personalized and Patient-Centered Care
- Assign patient navigators or care coordinators to guide individuals through their healthcare journey.
- Develop tailored follow-up programs to check in with patients post-treatment.
- Incorporate cultural competency training to offer inclusive, personalized care for diverse patient populations.
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Leverage Technology for a Seamless Experience
- Use Electronic Medical Records (EMRs) to improve care coordination and reduce errors.
- Introduce telemedicine services for convenient remote consultations.
- Implement AI-driven chatbots for answering common patient inquiries quickly and efficiently.
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Train and Empower Healthcare Staff
- Provide customer service training for all patient-facing staff, emphasizing compassion and responsiveness.
- Encourage a culture of continuous improvement, where employees feel empowered to suggest and implement service enhancements.
- Recognize and reward staff who go above and beyond in delivering exceptional patient care.
Essential Tools to Enhance Customer Service in Healthcare
Below are some key tools that healthcare providers can leverage to enhance customer service:
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Electronic Medical Records (EMRs) for Seamless Information Sharing
EMRs centralize patient data, allowing providers to access medical history, treatment plans, and test results in real time. This reduces miscommunication, speeds up diagnoses, and makes sure patients don't have to repeat their medical history at every visit.
How It Helps:
- Faster and more accurate diagnoses
- Improved coordination between specialists
- Reduced paperwork and administrative burden
For more on this, see our top HIPAA-compliant EMR software solutions blog post.
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AI-Powered Chatbots for 24/7 Patient Assistance
AI-driven chatbots provide instant answers to common patient inquiries, such as appointment scheduling, prescription refills, or insurance verification. This reduces call center congestion and ensures patients get the information they need anytime, anywhere.
How It Helps:
- Reduces wait times for non-urgent questions
- Frees up staff for higher-priority patient care
- Provides consistent and accurate responses
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Telemedicine Platforms for Convenient Access to Care
Telemedicine allows patients to consult with healthcare providers remotely, improving accessibility for those in rural areas or with mobility challenges. These platforms support video calls, remote monitoring, and digital prescriptions.
How It Helps:
- Reduces unnecessary hospital visits
- Improves accessibility for patients with limited mobility
- Enhances continuity of care through remote follow-ups
For more on this, see our top HIPAA-compliant teletherapy platforms blog post.
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Automated Appointment and Reminder Systems
Missed appointments cost healthcare providers billions annually. Automated reminder systems send SMS, email, or phone notifications to help patients to remember their scheduled visits, reducing no-show rates and optimizing scheduling.
How It Helps:
- Reduces patient no-shows
- Improves clinic efficiency and revenue
- Enhances patient engagement and responsibility
For more on this, see our top HIPAA-compliant calendar software solutions blog post.
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Patient Feedback and Satisfaction Platforms
These tools allow hospitals and clinics to gather real-time patient feedback through surveys, sentiment analysis, and direct comments. Healthcare organizations can identify pain points and continuously improve service quality based on real patient experiences.
How It Helps:
- Provides actionable insights to improve patient experience
- Increases transparency and trust between patients and providers
- Encourages healthcare organizations to adapt to evolving patient needs
For more on this, see our top HIPAA-compliant survey tools blog post.
And for a complete list, see our Ultimate HIPAA Software List blog post.
Making Patient Experience a Priority for Customer Service Excellence
The importance of customer service in healthcare cannot be overstated — it plays a critical role in building trust, improving patient outcomes, and bringing a seamless care experience. As seen in the real-world examples, hospitals, clinics, and telemedicine providers that prioritize clear communication, reduced wait times, personalized care, and smart technology see measurable improvements in patient satisfaction.
By implementing patient-first strategies and leveraging game-changing tools, healthcare organizations can enhance service quality while creating a more supportive and efficient environment for both patients and staff.
As the industry evolves, focusing on customer service innovations will be key to delivering exceptional, compassionate care in every healthcare setting.
Giva Can Help You Continue to Provide Excellent Customer Service
Providing excellent customer service in healthcare requires seamless communication, efficient issue resolution, and well-organized internal workflows.
Giva's HIPAA-compliant IT Help Desk and Customer Service software solutions help healthcare organizations enhance service performance with features like:
With real-time reporting and automated workflows, Giva enables healthcare teams to respond to patient and staff needs faster, reduce downtime, and optimize critical support processes — ultimately improving the overall patient experience.
For more, get a free demo to see Giva's solutions in action, or start your own free, 30-day trial today!
