Customer Service Channel

Using customer input is not a new concept, especially in the retail industry. Yet the use of customer comments to shape performance has become an increasingly important trend in health care. Alan Ayers explains how Concentra is using direct feedback to raise the standard of health by putting patients first.

Concentra's Chief Medical Officer talks about the importance of signaling, which is how we spend resources to convey information about ourselves to others, and softening, which is an acronym for how clinicians can show real concern and care for our patients.

Concentra's CEO finds himself at the center of a national story about his homeowners' association and the truck in his driveway. How it relates to patient care and customer service is the subject of Jim's first blog.

President and Chief Operating Officer Keith Newton talks to Healthcare Exec magazine about implementing the company’s new mission -- improving America’s health, one patient at a time -- through 320 medical centers in 40 states.