Service Excellence: The Customer Relations Strategy For Health Care

My mom ran a clinic her whole life, charging just five dollars for cold medicine. After I took over the clinic, I followed her teachings closely, doing my best to care for the folks in our community. However, after I charged an influencer 30 dollars for medication, I got blasted online as a scam clinic that was out to rob people blind. The entire town showed up at my door, young and old alike, demanding I return the 'overcharged' fees. I gave them exactly what they wanted and refunded every penny before shutting down the clinic for good. "There you go, just like you wanted. The clinic's closed. From now on, if you've got health concerns, feel free to drive 30 miles to the county hospital for consultation. I wish you all good health." The very next day, they were back at my door again. Only this time, they were begging me to reopen.

“Dr. Carter… I don’t know why, but I feel a little dizzy. I think I should go back…” I had drunk some red wine in the head of surgery’s office, and, for some reason, my body started feeling unwell. “Don’t rush off,” Dr. Carter replied with an expression I could not recognize. Then, he pushed me onto the couch. “It’s not often I get a chance to get close to the prettiest nurse in the hospital.” I could not respond.

During a surgical procedure to remove the skin tag from my private part, I accidentally exposed my "manhood." Since then, I've noticed quite a few young nurses sneaking glances my way. Still, none have been as daring as her, showing up at my door in the dead of night.

I was the company's top sales performer, but I never clocked in or out, and I rarely showed my face at the office. Two-thirds of the employees had never even met me. Yet somehow, I single-handedly dominated the sales numbers, outperforming everyone else and propelling us to the number one spot in the industry. Then came the day they handed out year-end bonuses. Jeffrey Young, the new sales director, fired me on the spot, claiming it was bad luck that I stepped into the building with my left foot first. When I demanded to know what gave him the right, he sneered at me with pure contempt. "Because I'm going to be the future owner of this company! You just got lucky landing a few big clients, and that was all thanks to the company's existing customer base anyway!" He continued, "Let me tell you something... Kieran Campbell, whoever the company gives resources to, becomes the top seller!" I could not help but laugh. All they saw was that I never clocked in, but they never saw me out there day and night, running around to maintain those client relationships. The truth was, in this industry, clients were loyal to me personally, not to the company's brand. I pulled out my phone and called my wife, Melanie Gardner. "When did you get yourself another husband behind my back?"

The new intern in our department, Astrid Stokes, had a soft, harmless look people viewed as innocent. She also claimed she could see a countdown over people's heads, ticking down to their deaths. Most of us just laughed it off and told her she had been reading way too many web novels. When an elderly man was rushed into the ER, she told the department head, Melanie Brooks, not to bother. She said the man wouldn't make it through the day. Melanie ignored her and pushed ahead with everything we had. The old man still died. The attending doctor even got slashed by the patient's family during the fallout. After that, people started to waver. During a team outing, Astrid suddenly screamed and told us not to get on a specific bus. She said if we did, we would all die. With no other choice, we switched vehicles. By the time we reached our destination, news came in. The bus we were supposed to take had lost its brakes and gone off a bridge. After that, almost everyone believed her. Everyone except me. The next day, she pointed straight at me. "Ruth shouldn't be a doctor anymore. If she stays, she'll get caught up in a medical dispute, and the whole department will end up dead or injured." Just like that, Melanie reassigned me. I went from doctor to janitor, handling medical waste. One day, I got scratched by a contaminated needle. Yet, no one would treat me. "Astrid already said it. This is her destiny. Anyone who gets involved will die, too." My body rotted from infection, sores breaking open across my skin. I died alone on the street, full of fury. When I opened my eyes again, I was back to the day Astrid first claimed she could see those death countdowns.

Elara Vance is in a spot. Her mother's life-saving treatment is in jeopardy. Elara needs to ensure her care continues. So she makes a deal with Julian Sterling, a calculating CEO. This deal starts as a business arrangement. It quickly turns into a risky game. Elara learns that her mother is not a patient, she is a test subject for Julian's medical treatment. Elara is stuck in Julian's estate, she is bound by a contract that feels like a prison. She has to figure out what is going on. Things get really intense when Elara gets her hands on Julian's key card. She takes a risk to find out the truth. She wants to know her mother's condition. She wants to know the Julian Sterling, not just the billionaire image.