The Foundation of Customer Service in Healthcare Series {The Role of Customer Service in the Patient Experience} (Part 1)

  1. Joy Fabuluje

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Abstract

In contemporary healthcare systems, patient satisfaction is increasingly recognized as a key indicator of service quality and institutional performance. While clinical outcomes remain central, the quality of customer service provided at each stage of the patient journey significantly influences perceptions of care and overall patient experiences. This paper examines the role of customer service across critical patient journey touchpoints, with the aim of understanding how non-clinical interactions contribute to trust, satisfaction, and healthcare outcomes. Using a conceptual framework of the patient journey, the paper analyzes each stage from initial contact through post-care follow-up to identify the service-related variables that impact patient experiences. Global literature and case illustrations support the analysis of these interactions as discrete yet interconnected service moments. Customer service influences patient outcomes not only at the point of care but throughout the entire healthcare experience. The findings suggest that effective communication, staff empathy, operational efficiency, and a patient-centered culture are essential for building trust and satisfaction. When service gaps occur particularly in communication, waiting experiences, or discharge planning patients report decreased confidence and lower engagement with treatment. Therefore, customer service must be integrated into healthcare delivery as a strategic priority rather than a peripheral function.

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  1. PREreview

    This Zenodo record is a permanently preserved version of a PREreview. You can view the complete PREreview at https://prereview.org/reviews/18818599.

    Write a short summary of the research's main findings and how this work has moved the field forward.

    Major issues

    • List significant concerns about the research, if there are any.

    • The conceptual framework in the abstract is not reflecting in the whole article.

    • What exactly is the article focusing on, (The article is vague)

    • Why stating the conceptual framework in the abstract?

    • The Citation is poor

    • It is important for the introduction to capture the need for this study.

    • The arrangement of the article is not consistent.

    • Since global gap has been mentioned in the body of the article, the title should be re-framed to contain the global gaps and how it is addressed.

    • The article does not have a gap it is filling

    • It should have been a primary study or perspective (Author should focus on a particular country)

    • The paper should be restructured to capture relevant information that eill address the major concern of the paper.

    • Conclusion is too long, the last paragraph should be removed.

    • The conflict of interest was not Mentioned

    • On funding, did the author receive internal funding as the author mentioned no external funding

    Minor issues

    • List concerns that would improve the overall flow or clarity but are not critical to the understanding and conclusions of the research.

    • The trust in the conclusion part was not linked with the topic, there should be a linkage.

    • Lot of repetition in the article, should be addressed

    Competing interests

    The authors declare that they have no competing interests.

    Use of Artificial Intelligence (AI)

    The authors declare that they did not use generative AI to come up with new ideas for their review.

  2. Version published to 10.20944/preprints202507.1360.v1