Patient Satisfaction Tip of the Week

Tip #15: It’s All About Customer Service Many of the grievances that L.A. Care receives could be avoided through improved customer service at practices.  Some habits, like knocking before entering exam rooms, may seem like no-brainers, but staff may need training and reminders about the basics of customer service. Review the importance of introducing yourself by name, asking how you can help, and returning phone calls promptly. These simple courtesies make a big difference in patient satisfaction.  To learn more, take a look at the Agency for Healthcare Research and Quality’s Standards for Customer Service .

Questions? If you have any questions, please contact L.A. Care’s Quality Improvement Department at quality@lacare.org .

L.A. Care P4P Program L.A. Care wants to help you in your practice and maximize your award. If you represent an IPA practice or clinic, please share these tips with the providers in your network. 

L.A. Care’s Patient Satisfaction Tips of the Week are related to the Clinical and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS). CAHPS scores partially determine payouts for VIIP (Value Initiative for IPA Performance) and the L.A. Care P4P (Pay-for-Performance) Program. 

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L.A. Care Health Plan , a public entity serving Los Angeles County