Week 3 Discussion

Discuss the following:

Tina Jones is a new patient at Dr. Johnson’s family practice.  She has a difficult time calling the office to schedule an appointment because the phone is always busy.  This is both frustrating to the patient and makes her wonder if she made a bad choice in doctors because of the office availability.  She finally gets through to the office receptionists after two days of calling.

1. What kind of steps can the office take to address her concerns about communications and availability of the office staff? 
2. Can the office turn this negative experience around to a positive? 
3. Explain in detail ways Dr. Johnson’s practice can improve their customer communication.  

In addition to the readings for this week, you can use other resources such as books, magazines, journals and the Internet to research your responses.