Ticking boxes or waving the consumer flag?
Over the last couple of years, the Legislature has championed the consumer cause through a number of new laws which the health care industry cannot afford to ignore. In fact, the challenge is to see such consumer-focused legislation as an opportunity, where competitors can differentiate themselves from each other by their approach. Will you grudgingly tick the boxes or hold the consumer flag high?
Whatever your approach, make sure that your systems are ready for the pending Protection of Personal Information Act. The Act will require (amongst other things) that all customer information be secure, accurate and captured and stored with the customer’s consent for a specific purpose. This means, for example, that before you update your customer’s details, you obtain their consent and ensure that the information that you are storing is secure and not accessible to unauthorised third-parties.
A customer also has the right under the proposed Act to request confirmation, free of charge, whether or not you hold personal information about them, what that information is, and the identity of all third parties, or categories of third parties, who have, or have had, access to the information.
Make sure then that your information systems and policies move with the times and with the laws that all business owners inevitably have to face.
The consumer legislation is not all doom and gloom though. Although you might have had a customer attempt to “quote” his rights to return products under the Consumer Protection Act, the Act only provides for limited cases of returning products. With one or two exceptions, customers can’t return products simply because they have a case of buyer’s remorse.
Although there are more and more consumer boxes to tick as the legislature climbs on the consumer bandwagon, use this opportunity to wow your customers. You’ll then be able to merge your legal compliance and marketing budgets and become a consumer beacon of hope within the industry.
Understanding consumer legislation
If you’re looking for insights and reliable, professional advice when it comes to consumer legislation, compliance or the Consumer Protection Act, get in touch with Vizibiliti Management Services today.
BY ALISON MAYTHAM
“There are many different factors that determine the success of your practice – but, as a busy healthcare professional focusing on the needs of your patients, you may not always have the time to focus on the many demanding, and often complex, facets of managing your business. Vizibiliti provides you with easy access to insightful, comprehensive practice and business management solutions and advice across all stages of your business journey – from establishing, growing or closing your practice.”