MGMA Stat: Majority of healthcare leaders report some form of customer service training for staff in the past year

The Medical Group Management Association’s most recent MGMA Stat poll asked healthcare leaders if their organization’s staff have completed customer service training in the past year. Nearly six in 10 respondents (59%) indicated that at least some of their staff have, 36% said they have not and the remaining 5% were unsure.

Those who indicated yes for either all or some staff members often cited that they provided a variety of training methodologies to improve customer service, including in-person and online training, live speakers, conferences and staff discussions.

This poll was conducted on Aug. 28, 2018, with 1,079 applicable responses. Kenneth T. Hertz, FACMPE, principal, MGMA Consulting, offers more insight in his article, “Customer service is an attitude, not a department.”

MGMA Stat is a national poll that addresses practice management issues, the impact of new legislation and related topics. Participation is open to all healthcare leaders. Results of other polls and information on how to participate in MGMA Stat are available at: http://www.mgma.com/stat