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.
Joy Fabuluje (Wed,) studied this question.