Consumers are becoming more selective in making healthcare decisions and they are demanding convenience and accessibility from service providers. Data reveals that, contrary to popular belief, consumers are not willing to give providers a second chance if they are unable to make contact on the first try.

This paper explores reasons why callers hang up before completing the call, the impact of lost revenue as a result of those abandoned attempts, and ways to decrease the number of callers who cannot get through.

Award-winning publisher and author Chuck Lauer explores the need for hospitals to incorporate a "civility initiative" into their customer service programs. Lauer addresses the prevailing climate of rude behavior in society at-large and offers solutions to healthcare providers seeking to provide consumers with outstanding healthcare experiences, including five secrets for bringing civility to healthcare.

Consumers are gaining more control of healthcare spending. This will lead to a new culture where cost, quality and service are all part of the value equation.

With pricing transparency and quality reporting standards, the true differentiator in the future will be service. Savvy healthcare leaders will transform their institutions to be consumer rather than patient focused, leading to new standards in care and service delivery.