BSBCUS301: Customer Service in Medical Administration Assignment

This assignment delves into the realm of medical administration and customer service, providing a comprehensive overview of essential elements. It begins by examining the impact of legislation on service delivery, followed by an exploration of policies, procedures, and standards that healthcare workers must adhere to within LA Health. The assignment then outlines verifiable evidence for reviewing customer satisfaction, highlighting interpersonal skills crucial for healthcare workers and how these skills relate to specific client needs. Part 2 focuses on practical application, with the creation of emails for various customer service scenarios, including responses to inquiries, complaints, feedback requests, and suggestions, and for seeking assistance from a manager. The assignment concludes with a discussion of the importance of customer service in the healthcare industry and how effective communication and problem-solving can enhance patient experiences. The document showcases the importance of adapting to diverse customer needs, resolving grievances, and proactively seeking feedback to improve service quality. This student work provides insights into customer service strategies, communication skills, and regulatory compliance within a medical context.

Medical administration
on customer service

Contents
INTRODUCTION.......................................................................................................................................3
PART 1.......................................................................................................................................................3
Q1. Potential impact of legislations on service delivery for an organization...........................................3
Q2. Overview of policy, procedure and standard which healthcare worker must adhere at LA Health.. .4
Q3. Three verifiable evidence to assist in reviewing customer satisfaction in the department.................5
Q4. Outline three interpersonal skills that Healthcare worker will use in their role.................................5
Q5. Outline 2 interpersonal skills which directly relate to each client needs...........................................5
Q6. Two potential limitations and identify what assistance would/ may be required to customer...........6
PART 2.......................................................................................................................................................6
Q7. Respond to customer enquiry............................................................................................................6
Q8. Email for customer complaint...........................................................................................................7
Q9. Email response from Kenneth and email draft to seek assistance from manager..............................8
Q10 Email to customer to solve its grievance..........................................................................................8
Q11. Email for customer satisfaction review...........................................................................................9
Q12. Response for feedback request......................................................................................................10
Q13. Email for customer service suggestion..........................................................................................10
CONCLUSION.........................................................................................................................................11
REFERENCES..........................................................................................................................................12

INTRODUCTION
Customers are the king of the market and the businesses are solely dependent on the
customers as their working is arranged in such a way that customers are their center point.
Customer service is that service which is given to them before, after and during their purchase or
hire of goods or service. The good customer service gives immense experience as the
expectations of the customers are met and they feel satisfied and the bad customer service may
result in loss of business or complaints. This report shall cover the impact of law, overview of
policies and practices, skills required by healthcare worker and their role. Further it will cover
maintaining and delivering services to the client which involves drafting emails.
PART 1
Q1. Potential impact of legislations on service delivery for an organization.
Level of government Legislation Potential impact
Local Smoke free places local law
act, 2011
This legislation is designed to
protect the non smokers from
the harmful effect of smoking
in public places. This helps the
companies to enhance their
service by attracting non
smokers in the organization to
hire service and develop
smoking zone to attract
smokers.
State Work health and safety act,
2011
This law is framed to protect
the rights of the workers from
being exploited and motivates
them to give their best for the
success of the company.
Federal Privacy act, 19oo This legislation is framed to

protect the information of the
employees and customers safe
so that no breach of privacy is
conducted. This Act helps the
organization to manage their
operation in such a way that
there is respect for privacy and
the customers are also aware
of their rights so they feel safe
while consuming service of
any company.
Q2. Overview of policy, procedure and standard which healthcare worker must adhere at
LA Health.
Policy, procedure and
standard
Overview
Code of conduct This obliges the LA Health to fulfill all its obligations and duty in a
fair and effective manner and provide equal treatment to all
irrespective of their race, caste, gender, etc. The worker must provide
safe environment to all patients so that they can get support and
treatment in fair manner.
WHS General The work health and safety laws require the organization LA Health
to take care of the health, welfare and safety of the workers, staff,
volunteers, customers at the workplace. This obliges to give safe
environment to all which is free from risk exposure. Moreover it
obliges to provide all accessible facilities to the workers so that they
can carry their work properly and monitor continuously the health of
workers is that they can prevent timely injuries and illness.
Client complaints and
Grievances
This procedure is designed for resolving the complaints and
grievances of the client so that they are given services which fulfill
their expectations. Further, this has fair procedure to hear all

complaint and timely resolve the issues of clients so that they are
given enhanced customer satisfaction.
Q3. Three verifiable evidence to assist in reviewing customer satisfaction in the
department.
1. Questionnaires - The organization can have the questionnaire which includes questions
relating to their experience so that they can get to know their experience and level of
satisfaction which must be filled by all the customers.
2. Feedback form- This involves the form filled by the customers which is relating to their
valuable opinion regarding the service with a column of suggestion so that organization
can make improvements as and when required.
3. Complaints- The number of issues and complaints raised by the customer shall calculate
the level of customer satisfaction for the organization.
Q4. Outline three interpersonal skills that Healthcare worker will use in their role.
1. Communication skills- The healthcare worker is required to effectively communicate
with the customers in order to identify their needs and wants. The communication skills
involves verbal as well as non-verbal skills.
2. Active listening- Next is active listening so that healthcare worker can actively listen to
what the client wants to convey so that they can customer satisfied service.
3. Body language- Third is to use appropriate body language so that the customers feel
valued while interacting with healthcare worker. If the body language is attractive and
positive it results in good customer service for customers and vice versa.
Q5. Outline 2 interpersonal skills which directly relate to each client needs.
Needs of client Interpersonal skill
Client with language barrier Communication skill which includes verbal and
non verbal skills
Client who are elderly Effective communication skill which have
politeness and patience.
Client who are hard to hearing Active listening skills

Q6. Two potential limitations and identify what assistance would/ may be required to
customer.
Scenario Potential limitation (2) Assistance
Negotiation in price by client  Do not have authority
to negotiate.
 Does not provide
dissatisfied answer to
customer.
Ask the manager or supervisor
about the concern of customer.
Client do not speak English  Customer cannot get
the point of healthcare
worker.
 May result in loss of
customer.
Ask other employee who
knows the language of
customer to assist it or obtain
an interpreter who can
understand the language of
client.
A customer is angry, and
yelling that he wants to
speak with a manager. He
picks up a chair and
throws it at the wall near
you.
 Harm to other clients
and staff.
 Harm to reputation of
company.
 Threatening and
violent behavior of
client is not acceptable.
Raise the voice about the
action of client and file a
complaint to manager about
the inappropriate behavior.
PART 2
Q7. Respond to customer enquiry.
To [e-mail]
CC
From [e-mail]
Subject Respond to the enquiry

Date and time Tuesday, 02March 2021, 10Am.
Respected Sir,
Thank you for making an enquiry at LA Health. As the company offers testing facilities relating
to Blood test, MRI, Citi scan and other speciality tests which is necessary for the health of
clients. We offer primary care, urgent care, emergency services and specialty service to our
clients so that they can all services in one roof. The ABC company can get services of our
organization at reasonable and affordable cost because we are aimed to prevent health sacrifice
of any person. We provide eminent service to all our clients so that they can get enhanced
experience and support from our services.
We are approving the appointment date of 05 March 2021 with ABC Inc so that a meeting can
done face to face in order to make a business.
For any other queries, feel free to contact anytime.
Thanks and Regards
LA Health.
Q8. Email for customer complaint.
To [e-mail]
CC
From [e-mail]
Subject Enquiry
Date and Time Monday
Respected Madam,
Thank you for raising the complaint to LA Health.
We are sorry for the inconvenience caused to you. As stated in the previous email that the
appointment time fixed was for 03 March 2021 but due to some technical and human fault, the
appointment has been cancelled and we were unable to answer your call. We acknowledge the
complaint and ensure that your grievance shall be resolved as quickly as possible. As the
appointment has been cancelled due to the fault of LA Health, we assure you the resolution and
fix another appointment as per your convenience which shall be tomorrow, i.e. 04 March 2021 at

5pm.
For any further queries, feel free to contact anytime.
Thanks & Regards
LA Health
Q9. Email response from Kenneth and email draft to seek assistance from manager.
To [e-mail]
CC
From [e-mail]
Subject Enquiry
Date and Time
Respected Madam,
An enquiry has been raised from ABC Inc. regarding the screening and testing. The company is
interested in doing the business with LA Health. The customer requires negotiation on the price
and the testing and examination of the services so that it can confirm the deal in the near future.
The limitations identified in this enquiry includes firstly that the testing and examination may not
be appropriate as the client may copy the idea of our organization which is harmful to our
reputation. Secondly, there may be possibility that client can negotiate the price which is not
acceptable to our organization, which can result in loss of customer.
I request for your kind assistance in order to revert back to Mr. Kenneth regarding the enquiry.
Kindly specify me the time and data for the testing and examination and a team which can assist
in this examination so that there is no chaos while testing and examination.
Waiting for your kind response.
Thanks & Regards.
Q10 Email to customer to solve its grievance.
To [e-mail]
CC
From [e-mail]

Subject Enquiry
Date and Time Monday
Respected Sir,
Thank you for raising your concern with you. We will try to resolve your issue as quickly as
possible. Your complaint shall be resolved in a short time and full assistance shall be provided to
you. As there have been a large number of calls on this day, we are unable to respond to your
call. Your appointment has been confirmed for tomorrow and we are sorry for the inconvenience
caused to you.
As a gentle reminder, the appointment has been booked for you for tomorrow at the time of 2pm.
For any other assistance, feel free to get back to us.
Thanks & Regards.
LA Health
Q11. Email for customer satisfaction review.
To [e-mail]
CC
From [e-mail]
Subject Customer satisfaction review
Date and Time
Respected Madam,
Thank you for your appreciation.
As I have received many customer complaints and information from the past 1 week, out of
which one relates to enquiry about the testing and screening and the other relates to customer
complaints which are mainly due to unattended phone calls. I conducted the analysis from my
verifiable evidence which includes questionnaire, feedback form and complaints, and I analyzed
that the customers are not satisfied from the service of LA Health due to unattended calls from
the customers for couple of times.
In order to improve the quality of the service, there are few suggestions from my side which
includes firstly the grievance cell must be established which is available for the customers for 24

hours so that all their issues and complaints can be resolved with immediate effect and secondly,
an automated email must be drafted to every customer who tries to contact LA Health so that
they feel valued by automatic response.
For any other assistance, feel free to contact me.
Thanks & Regards.
Q12. Response for feedback request.
To [e-mail]
CC
From [e-mail]
Subject Request for feedback
Date and Time Tuesday
Respected Sir,
Thank you for taking an interest in doing business with us. This email is send to you to take your
kind feedback regarding the testing and examination which you have taken so far of our services.
The following questions are required to be addressed by you-
 Does the service helped to achieve your objectives?
 What is your favorite portion of service which is satisfactory at your level?
 What are the improvements we can make to enhance our service?
We are thankful for the response and interest you have taken in our business. Kindly respond to
this email so that we can improve our service so that we can offer enhanced service to you which
are expected by you.
Waiting for you kind response.
Thanks & Regards.
Q13. Email for customer service suggestion.
To [e-mail]
CC
From [e-mail]

Subject Request for feedback
Date and Time
Respected Madam,
Thank you for appreciating my suggestions and implementing it. As per your response, I would
like to provide you with two suggestions for making improvements in each of the area of which
first is great customer service. This can be improved firstly by asking them to provide feedback
during the service delivery so that immediate improvements can be made and secondly, by
offering them additional service or timelines so that they can consume all services. The area of
improvement is to handle complaint which can be done firstly by having an automated email to
the customers when they are raising any complaint or information so that they feel valued and
secondly by having 24 hours customer executives available for the customers so that they can
take assistance anytime.
Waiting for your kind response.
Thanks & Regards.
CONCLUSION
It is concluded from above report that managing customer service is very essential as it
helps in keeping up with their expectations and results in customer satisfaction. The organization
must ensure that they deliver and monitor the customer service regularly so that there is positive
customer experience. The healthcare worker requires communication, active listening and
positive language in order to perform its job role in an organization. Additionally, there are many
verifiable evidences for customer service which includes questionnaire, feedback form and
complaint handles. The organization can handle complaints by having 24 hour customer
assistance so that they feel valued and satisfied.

REFERENCES
Books and Journals
Scheidt, S. and Chung, Q.B., 2019. Making a case for speech analytics to improve customer
service quality: Vision, implementation, and evaluation. International Journal of Information
Management, 45, pp.223-232.
Groth, M., and et. Al., 2019. The moment of truth: A review, synthesis, and research agenda for
the customer service experience. Annual Review of Organizational Psychology and
Organizational Behavior, 6, pp.89-113.
Green, S., 2017. Culture hacker: reprogramming your employee experience to improve customer
service, retention, and performance. John Wiley & Sons.
Bacile, T.J., 2020. Digital customer service and customer-to-customer interactions: investigating
the effect of online incivility on customer perceived service climate. Journal of Service
Management.
Liu, C., and et. Al., 2019, July. Automatic dialogue summary generation for customer service.
In Proceedings of the 25th ACM SIGKDD International Conference on Knowledge Discovery &
Data Mining (pp. 1957-1965).
Xiao, L. and Kumar, V., 2021. Robotics for customer service: a useful complement or an
ultimate substitute?. Journal of Service Research, 24(1), pp.9-29.