A Fresh Approach: Introducing Patient & Customer Relations
Moving forwards, our Customer Care department will be renamed Patient & Customer Relations. We understand that each person with chronic kidney disease has a unique care pathway, and we are confident that this restructuring will lead to improved services tailored to your needs.
Catering to Your Needs: Two Specialised Teams
To ensure seamless and personalised support, we have divided the Patient & Customer Relations department into two specialised teams:
Patient Relations Team: This dedicated team will be responsible for delivering top-quality care and support to all individuals using our home therapies machines and services. The team will consist of highly experienced individuals who will provide outbound calls to our home patients and work closely with their hospital trusts to build strong relationships.
Customer Relations Team: Our second team, the Customer Relations team, will take care of our In-Centre, Critical Care, and NephroCare customers. These skilled professionals will manage customer accounts, handle orders, and assist our technicians. They will also be responsible for facilitating demos, evaluations, and training requests across all therapy units.
Enhanced Roles and Responsibilities
We understand that the initial introduction to Fresenius Medical Care and our services is vital for our new patients. That's why we have reintroduced a new role – the New Patient Coordinator. The New Patient Coordinator will be dedicated to reaching out to all new patients across all therapies and ensure their onboarding experience is seamless and consistently positive.
Improved Service and Support
Our commitment to better service continues with the introduction of the Holiday & Complaints Coordinator in October 2023. This coordinator will be responsible for managing our PD Holiday & Travel Service and will also handle investigations and responses to any service complaints. We believe that addressing concerns promptly and efficiently is crucial to maintaining a high level of patient and customer satisfaction.
Transparent Communication: Account Splits and Contact Information
To provide our patients and customers with clear and transparent information, we are getting in touch with each person directly to share the new, relevant contact details, provide information on roles and responsibilities, and allow space for any questions.
We are confident these changes will result in a more streamlined and personalised experience for everyone using our services. Our commitment to delivering exceptional care and support remains unwavering, and we are excited to embark on this journey of continuous improvement together.