Private sector ‘must fix its poor customer follow-up’

Patients in private healthcare get their treatment, go home and never hear from their surgeon or hospital again.

Keith Pollard

It is an all-too-common scenario for many patients, including the summit chairman Keith Pollard, a healthcare consultant for Laing­Buisson.

He complained of a lack of post-treatment customer service in private healthcare. 

If he bought a car, then salesmen would follow up with phone calls to see you were happy with your purchase and they would be in touch about possibilities for your next car.

But he said he had gone private for some operations and the only follow-up phone call he got was ‘would you pay your bill?’

A number of speakers agreed the sector could improve its post-op service by showing it was looking after the customer and thinking of the future when, for example, an operation on a second knee might be required.