Declining reimbursements. Rising supply costs. Tightening credit markets. Hospitals can no longer be considered recession proof. The U.S. Dept. of Labor's Bureau of Labor Statistics reported that as of Nov. 30, 2008, 107 hospitals had reported mass layoffs, defined as 50 or more unemployment claims filed against one company at one time. That is the highest yearly number since 1996 when the bureau began keeping these statistics.

While most of these layoffs impact non-clinical staff, some smaller hospitals have even terminated employed physicians. With layoffs looming, it is even more challenging to focus on customer service along the entire continuum of the patient experience – from the first inquiry, through registration, and post-discharge. In these difficult times, hard choices are being made. The first impulse is to cut everything not tied directly to patient care – however, for patients care is not just visits with doctors, nurses, and other clinical staff. Care and related patient satisfaction is the sum of their entire hospital experience.

I am eager to start a conversation about what you are doing at your hospital to ensure that customer service doesn’t suffer during this economic downturn. Share your thoughts today.