This document discusses customer satisfaction in hospitals. It defines customer satisfaction as a patient's feeling of pleasure resulting from the quality of care received meeting or exceeding their expectations. Hospitals have both internal customers like staff as well as external customers like patients, families, and insurance companies. Factors that influence patient satisfaction include quality of care, available services and technologies, cost, clean and safe environment, interactions with staff, and security of private information. Tracking customer satisfaction through surveys, feedback forms, and complaints can help hospitals improve patient retention, recruitment, and reduce lawsuits which leads to greater profitability.
Patient Satisfaction deals with how patients evaluate the quality of their healthcare experience. It is mainly assessed by conducting Patient Satisfaction Surveys using Healthcare Survey Software to determine the high quality of care, in addition to numerous other dimensions of quality, such as relevance to need, effectiveness, and efficiency.
General practice in Medicine needs to consider aspects of customer service in its day to day functions. This presentation to front office and administration staff highlights aspects of customer service that are relevant to medical practice.
Why is this essential? It springs from the eternal truth that the more you know your patients, the better you can respond to their current needs and predict what their future needs may be as well. The Health Care sector is now opting for Customer Relationship Management (CRM) in its daily application. CRM Health Care consists of a wide array of software products that help healthcare organizations to maintain excellent relationships with their clients. CRM enables the health care industry to get essential customer information and use it as efficiently as possible. CRM thus enables the health care sector to improve patient health, increase patient loyalty and patient retention and add new services as well. The CRM Health Care Services include strategic planning, communication services, consulting services, CRM for physicians, Campaign management, Database construction, predictive segmentation, and communications strategies.
Importance of Measuring Patient SatisfactionZonkaFeedback
Patient Satisfaction is an important metric to measure overall healthcare quality. With the help of Patient Satisfaction Surveys, constant measuring of Patient Satisfaction and improving Patient Experience can be achieved. It is a valuable tool to capture Patient Feedback without much effort.
https://www.zonkafeedback.com/blog/importance-of-measuring-patient-satisfaction
Patient Satisfaction deals with how patients evaluate the quality of their healthcare experience. It is mainly assessed by conducting Patient Satisfaction Surveys using Healthcare Survey Software to determine the high quality of care, in addition to numerous other dimensions of quality, such as relevance to need, effectiveness, and efficiency.
General practice in Medicine needs to consider aspects of customer service in its day to day functions. This presentation to front office and administration staff highlights aspects of customer service that are relevant to medical practice.
Why is this essential? It springs from the eternal truth that the more you know your patients, the better you can respond to their current needs and predict what their future needs may be as well. The Health Care sector is now opting for Customer Relationship Management (CRM) in its daily application. CRM Health Care consists of a wide array of software products that help healthcare organizations to maintain excellent relationships with their clients. CRM enables the health care industry to get essential customer information and use it as efficiently as possible. CRM thus enables the health care sector to improve patient health, increase patient loyalty and patient retention and add new services as well. The CRM Health Care Services include strategic planning, communication services, consulting services, CRM for physicians, Campaign management, Database construction, predictive segmentation, and communications strategies.
Importance of Measuring Patient SatisfactionZonkaFeedback
Patient Satisfaction is an important metric to measure overall healthcare quality. With the help of Patient Satisfaction Surveys, constant measuring of Patient Satisfaction and improving Patient Experience can be achieved. It is a valuable tool to capture Patient Feedback without much effort.
https://www.zonkafeedback.com/blog/importance-of-measuring-patient-satisfaction
Customer care in health care industry-Manisha Singhmanishaiway
Hi All,
Attached is the presentation on Changing dynamics in customer care, it also talks about how customer care is different, yet critical in healthcare Industry.
Hope it help to you all.
A Hospital is a highly challenging work place. There are numerous bottlenecks that deteriorates the productivity & efficiency of the Healthcare services delivered.
Brand reputation of a Hospital depends on how quick they resolve the issues raised without compensating the quality and patient satisfaction. Spontaneity to untangle any situation is possible only with a strong “Hospital Operations team”. Operations management team is responsible for managing all operational process of the Hospital which includes all clinical & non-clinical departments to have a smooth working environment.
Do you want bad patient relations? Do you want to lose patients? Do you want to fail your patient satisfaction surveys? Do you want a non professional image? Do you want to reduce the number of new patient referrals? Do you want to demonstrate poor quality care? Do you want to jeopardize participation in healthcare plans?
We can Help you :)
We are all engaged in a hospital-wide a system of
patient flow or patient care. We are each part of the
whole. The emergency department is connected
to the ICU. The ICU is connected to the OR. The
discharge and discharge processes are connected
to our admission capabilities and capacity. It’s
like the “Dry Bones” song you learned as a child,
“The foot bone’s connected to the leg bone, the
leg bone’s connected to the knee bone, the knee
bone’s connected to the thigh bone” and so forth.
Overall flow, or “the system,” can only be improved
by applying several key strategic concepts to these
disparate but equal parts.
Simple and Safe Approaches Towards Patient SafetyEhi Iden
A conference presentation on simple approaches and steps in achieving and managing patient safety in health. It talks about team approach, mutual support, just system, leadership commitment, complications of blame game and case study of the popular Kimberly Hiatt story.
Quality and safety, Vision 2025, Specific challenges of Nursing on quality, Quality improvement division, Fish bone technique,QI model, PDCA, Role of Nurse, Empowerment, Nursing positioning and policies,
An intervention to improve the time between intent to discharge patient to the actual time patient leaves the floor, based upon regulatory requirements.
Mastering the HCAHPS by providing patients more than customer service, engage them in a customer experience. The audience was doctors and nurses, but the lessons apply to all hospital staff.
Customer care in health care industry-Manisha Singhmanishaiway
Hi All,
Attached is the presentation on Changing dynamics in customer care, it also talks about how customer care is different, yet critical in healthcare Industry.
Hope it help to you all.
A Hospital is a highly challenging work place. There are numerous bottlenecks that deteriorates the productivity & efficiency of the Healthcare services delivered.
Brand reputation of a Hospital depends on how quick they resolve the issues raised without compensating the quality and patient satisfaction. Spontaneity to untangle any situation is possible only with a strong “Hospital Operations team”. Operations management team is responsible for managing all operational process of the Hospital which includes all clinical & non-clinical departments to have a smooth working environment.
Do you want bad patient relations? Do you want to lose patients? Do you want to fail your patient satisfaction surveys? Do you want a non professional image? Do you want to reduce the number of new patient referrals? Do you want to demonstrate poor quality care? Do you want to jeopardize participation in healthcare plans?
We can Help you :)
We are all engaged in a hospital-wide a system of
patient flow or patient care. We are each part of the
whole. The emergency department is connected
to the ICU. The ICU is connected to the OR. The
discharge and discharge processes are connected
to our admission capabilities and capacity. It’s
like the “Dry Bones” song you learned as a child,
“The foot bone’s connected to the leg bone, the
leg bone’s connected to the knee bone, the knee
bone’s connected to the thigh bone” and so forth.
Overall flow, or “the system,” can only be improved
by applying several key strategic concepts to these
disparate but equal parts.
Simple and Safe Approaches Towards Patient SafetyEhi Iden
A conference presentation on simple approaches and steps in achieving and managing patient safety in health. It talks about team approach, mutual support, just system, leadership commitment, complications of blame game and case study of the popular Kimberly Hiatt story.
Quality and safety, Vision 2025, Specific challenges of Nursing on quality, Quality improvement division, Fish bone technique,QI model, PDCA, Role of Nurse, Empowerment, Nursing positioning and policies,
An intervention to improve the time between intent to discharge patient to the actual time patient leaves the floor, based upon regulatory requirements.
Mastering the HCAHPS by providing patients more than customer service, engage them in a customer experience. The audience was doctors and nurses, but the lessons apply to all hospital staff.
This presentation discusses how patients perceive pharmacy services. It discusses how satisfaction, loyalty, service quality, and price influence customer perceptions of the care they receive.
As healthcare becomes more of a commodity over time, healthcare consumers will engage in shopping behavior based on price and quality. They will be demanding a better experience.
Hi All,
Attached is the presentation on Changing dynamics in customer care, it also talks about how customer care is different, yet critical in healthcare Industry.
Hope it help to you all.
Customer service and improving your small practiceAnukulMadaye
Customer service is a crucial element in the progression of a clinic or a medical practice. In an age where everything is digitized, customer service is a great way to keep the human element in healthcare. We have compiled some great ways for medical practice owners and clinics to provide better customer service.
Streamlining Your Medical Practice for Profitability and SuccessConventus
Conventus webinar video providing key success strategies and tactics for improving productivity, profitability, and patient care. The one-hour video features host Susan Lieberman of Conventus and Stevie Davidson of Health Informatics Consulting.
Why patient satisfaction matters by Care analytics Care Analytics
WHY IS PATIENT SATISFACTION IMPORTANT?
Public reporting and comparison on performance, such as HCAHPS
Interest and incentives to improve patient experience
Evidence suggests strong correlation between patient satisfaction and healthcare outcomes
ISSUES IN HEALTH MANAGEMENT AND ITS CURRENT NEEDSrithi12
The Indian healthcare scenario presents a spectrum of contrasting landscapes. At one end of the spectrum are the glitzy steel and glass structures delivering high tech medicare to the well-heeled, mostly urban Indian. At the other end are the ramshackle outposts in the remote reaches of the “other India” trying desperately to live up to their identity as health subcenters, waiting to be transformed to shrines of health and wellness, a story which we will wait to see unfold. With the rapid pace of change currently being witnessed, this spectrum is likely to widen further, presenting even more complexity in the future.
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
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1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
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SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
How to Run Landing Page Tests On and Off Paid Social PlatformsVWO
Join us for an exclusive webinar featuring Mariate, Alexandra and Nima where we will unveil a comprehensive blueprint for crafting a successful paid media strategy focused on landing page testing.With escalating costs in paid advertising, understanding how to maximize each visitor’s experience is crucial for retention and conversion.
This session will dive into the methodologies for executing and analyzing landing page tests within paid social channels, offering a blend of theoretical knowledge and practical insights.
The Pearmill team will guide you through the nuances of setting up and managing landing page experiments on paid social platforms. You will learn about the critical rules to follow, the structure of effective tests, optimal conversion duration and budget allocation.
The session will also cover data analysis techniques and criteria for graduating landing pages.
In the second part of the webinar, Pearmill will explore the use of A/B testing platforms. Discover common pitfalls to avoid in A/B testing and gain insights into analyzing A/B tests results effectively.
Search Engine Marketing - Competitor and Keyword researchETMARK ACADEMY
Over 2 Trillion searches are made per day in Google search, which means there are more than 2 Trillion visits happening across the websites of the world wide web.
People search various questions, phrases or words. But some words and phrases are searched
more often than others.
For example, the words, ‘running shoes’ are searched more often than ‘best road running
shoes for men’
These words or phrases which people use to search on Google are called Keywords.
Some keywords are searched more often than others. Number of times a keyword is searched
for in a month is called keyword volume.
Some keywords have more relevant results than others. For the phrase “running shoes” we
get more than 80M relevant results, whereas for “best road running shoes for men” we get
only 8.
The former keyword ‘running shoes’ has way more competition from popular websites to
new and small blogs, whereas the latter keyword doesn’t have that much competition. This
search competition for a keyword is called search difficulty of a keyword or keyword
difficulty.
In other words, if the keyword difficulty is ‘low’ or ‘easy’, there won’t be any competition
and if you target such keywords on your site, you can easily rank on the front page of Google.
Some keywords are searched for, just to know or to learn some information about something,
that’s their search intention. For example, “What shoe size should I choose?” or “How to pick
the right shoe size?”
These keywords which are searched just to know about stuff are called informational
keywords. Typically people who are searching this type of keywords are top of a Conversion
funnel.
Conversion funnel is the journey that search visitors go through on their way to an email
subscription or a premium subscription to the services you offer or a purchase of products
you sell or recommend using your referral link.
For some buyers, research is the most important part when they have to buy a product.
Depending on that, their journey either widens or narrows down. These types of buyers are
Researchers and they spend more time with informational keywords.
Conversion is the action you want from your search visitors. Number of conversions that you
get for every 100 search visitors is called Conversion rate.
People who are at different stages of a conversion funnel use different types of keywords.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
10 Video Ideas Any Business Can Make RIGHT NOW!
You'll never draw a blank again on what kind of video to make for your business. Go beyond the basic categories and truly reimagine a brand new advanced way to brainstorm video content creation. During this masterclass you'll be challenged to think creatively and outside of the box and view your videos through lenses you may have never thought of previously. It's guaranteed that you'll leave with more than 10 video ideas, but I like to under-promise and over-deliver. Don't miss this session.
Key Takeaways:
How to use the Video Matrix
How to use additional "Lenses"
Where to source original video ideas
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
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Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
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Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
2. INTRODUCTION
Satisfaction is a persons feeling of pleasure or disappointment
resulting from comparing a products and or services perceived
performance( or outcome) in relation to his or her expectations.
If performance falls short of expectations, the customer is
dissatisfied.
If performance matches expectations , the customer is satisfied.
If performance exceeds expectations , the customer is highly
satisfied or delighted.
3. CUSTOMER
Any one who receive the result of our works and
make a valuable judgment about services provided.
Internal customers
Coworkers , supervisors with in our facility
Members of rehabilitation team ( physician , nurses,
social workers , dietitians, physical therapist,
occupational therapist ,administrators ).
4. External customers
Patients and families
Third party payers
State and federal regulatory agencies
Professional organizations
Referring facilities & Suppliers.
5. CUSTOMERSATISFACTION
In hospital environment describes the degree to which patients are
satisfied with the care and service received at a hospital.
Factors that affect hospital customer satisfaction include
the hospital environment, the quality of care received and the
availability of services. Security, cost and quality of personal
interactions can also have an effect.
QUALITY OF CARE FACTORS
Hospital customer satisfaction depends heavily on quality of
care factors. This includes the experience, professionalism and expertise
of clinical workers, including doctors, nurses and technicians.
6. TYPESOF SERVICESANDTECHNOLOGIESFACTORS
It can also include the Types Of Services And Technologies available at a given
facility. Hospitals that hire highly qualified staff and use new or more efficient
technologies are likely to have higher levels of hospital customer satisfaction.
COST FACTOR
If the patient is paying for his own care, cost can be a major factor
in hospital customer satisfaction. This includes both the ACTUAL COST OF
SERVICE and as well as AVAILABLE PAYMENT OPTIONS.
If the patient has insurance, the primary economic factor will be whether
the hospital accepts the patient's insurance and, possibly, whether the hospital is
considered "in-network."
7. ENVIRONMENTALFACTOR
The environment of the hospital can also play a critical role
in hospital customer satisfaction. Above all, patients want to know
that the facility is clean, sterile and safe, and that proper disease
control procedures are followed consistently.
They also, however, want patient rooms and common areas such
as waiting rooms to be warm, comfortable and inviting. Services
such as gift shops, patient meal services and visitor dining options
can increase patient satisfaction as well.
8. PERSONAL INTERACTIONS
With hospital staff can also affect whether or not a patient is satisfied
with an experience. This includes interactions by phone and in person,
and also includes transactions that occur through electronic portals, such
as hospital websites.
Non-clinical healthcare workers, such as admissions and billing
representatives should be sensitive to a patient's illness or condition and
should be friendly, helpful and courteous at all times.
Other non-clinical staff, such as food services workers and
houesekeeping staffs, can make a major difference in the quality of an
individual's experience as well.
9. SECURITY
SECURITY is another primary concern for hospital customers.
They want to know that their health is in good hands, but also that
their private information will be protected. confidence in a
facility's data security can vastly
impact hospital customer satisfaction.
This includes publicizing confidentiality processes and providing
private places where patients will not risk being overheard when
discussing confidential personal or health-related information.
10. TEN DOMAINS OF SATISFACTION
common factors which describe and determine satisfaction
in any customer supplier relationship
Quality
Value – worth/ cost achieving .
Timeliness
Efficiency- doing things right.
Ease of Access
Environment
Inter-departmental Teamwork
Front line Service Behaviours- self management.
Commitment to the Customer and Innovation
11. QUALITY
Compared with the best available or the best the
customer is familiar with
Error Free/Defect Free
Supplier personnel are subject matter experts and have
general systems knowledge
12. Value
Value is compared with the best price the customer has experience
with or knowledge
If prices are higher, negatives must be offset by strong positive
features or benefits value is calculated after the sale when
product/service continues to serve customer well over time
13. Timeliness-
Product or service delivered early or at the agreed upon time
Personnel take all the time required to meet customer needs
Product or service is delivered as fast as possible with minimum
wait times
14. Environment-
The supplier’s plant/offices/store are safe, clean and well
organized
Customer’s fees psychologically welcome and valued as
customers
15. Ease of Access-
Value is compared with the best price the customer has experience
with or knowledge of
If prices are higher, negatives must be offset by strong positive
features or benefits value is calculated after the sale when
product/service continues to serve customer well over time
16. Efficiency-
Supplier offers a single point of access with the
minimum number of steps possible for fulfilment of
customer needs without repeat.
17. Self-Management- (front line service behaviours
Front line personnel are dressed appropriate with the benchmark
of their trade and make good first impression.
Front line personnel are courteous and attentive with serviceful
attitude.
Front line personnel give customers their full attention.
18. Teamwork-
Employees facilitate smooth customer hand offs between
departments.
Employees in different departments and throughout the suppliers
company work well together to meet the needs of the customer.
19. Commitment-
Supplier is honest and up front with customer about all terms and
conditions
Supplier treats customer as most important customer
Supplier takes responsibility when things go wrong
Innovation-
Supplier continuously introduces innovations and improvements
to their product line
20. IN HOSPITALS
The hospital market has today changed from a sellers' market to a
buyers' market, where the patient is all-important. Therefore to
achieve patient satisfaction, the hospital has to develop itself
technologically, as well as become more service-oriented.
It is essential for a hospital to reach out to its customers (patients),
if it wants to survive the competition. This can be achieved only
by building a bridge of trust between the hospital and the
community, so that the community can crossover to the hospital.
21. WHOIS A CUSTOMER OF A HOSPITAL?
A customer from the hospital perspective is any individual or
institution who is an actual, potential or future user of the hospital
and its various services. The customer from the hospital is very
different from the regular customer, the difference being that he
doesn't want to be a 'customer' in the first place.
22. PATIENT SATISFACTION
Patient Satisfaction is “hospital services and its perception by the
patient” as well as ”patient expectations”.
Improved socioeconomic status and easier access to medical care
has led to high expectations and demands from consumers of
hospital services
23. PATIENT EXPECTATIONS
Good Medical Care
Good Nursing Care
Less Waiting Time
Excellent Hospitality
Personal Attention
Courteous Behavior
Affordable Charges
24. Cleanliness
Good Coordination
Cooperation among the Staff
Discipline
Communication & Information
Transparency in charges and procedures
25.
26. GOALS OF CUSTOMER FOCUS:
Creating Better Products or Services
Offering compelling customer experience
Building deeper customer relationships
27. A marketing orientation is therefore the need of the hour for
the image upliftment of the hospital. The main task of a
marketing orientation is to determine the needs and wants of
their customers/patients and satisfy them through design,
communication, pricing and delivery of appropriate and
competitively viable products and services.
A hospital's primary objectives are usually humanitarian,
philosophical or regulatory and based on some perceived
need. However, a problem may arise when what the patient
'needs' is different from what the patient 'wants'.
28. Improved patient satisfaction leads to decreased patient discontinuation
and...
Improved profitability…
• Increased revenue from additional patient visits
• Increased efficiency of resource utilization
Improved clinical outcomes
• Continuity of care leads to better clinical outcomes
• More likely to adhere to advice (compliance)
29. A more general view of the business implications of patient
satisfaction
ImproveS;
• Patient retention (less expensive than attracting new patients)
• Recruitment of new patients by word-of-mouth
recommendations to family and friends
• Likelihood and timeliness of paying bills
• Less likely to sue for malpractice
30. CUSTOMERSATISFACTION= PROFITS
Knowing what drives customer loyalty is important to your company’s
financial health
Repeat customers and new customers from referrals continuous
revenue streams
Disloyal customers are expensive to replace
Attracting NEW customer is 4 x cost of retaining existing customer
5% increase in customer retention 75% in aggregate lifetime profits
from that customer
31. Customer satisfaction in a hospital is basically a state of mind of the
patient. It is the ability of your hospital service to meet the expectations
of the patient. Customer delight is all about exceeding the expectations
of the patients to make him highly satisfied with the hospital".
High satisfaction or delight creates an emotional bond with the hospital
in the mind of the patient, not just rational preference. The result is high
patient loyalty, which is what every hospital is looking at, to cut the
competition.
32. METHODS USED TO TRACK CUSTOMER
SATISFACTION:
1. Complaints and suggestions system
2. Customer satisfaction surveys
3. Ghost shopping
4. Lost customer analysis
33. DIFFERENTFORMS OF MEASUREME
Annual Customer Satisfaction Surveys
Online Questionnaires
Feedback Forms
Feedback Forms
Customer Service Feedback
Phone or Fax Surveys
Focus Groups (Formal/ informal)
34. 10 GOLDEN RULES
1. Believe customers possess good ideas
2. Gather customer feedback at every opportunity
3. Focus on continual improvement – start with top
10 issues bugging your customers
4. Solicit good and bad feedback
5. Seek real time feedback
35. 6. Don’t spend vast sums of money
7. Make it easy for customers to provide feedback
8. Leverage technology to aid efforts
9. Share feedback throughout the company
10. Use feedback to make quick changes
36. CONCLUSION
Most administrators do not factor the intangible assets of the
hospital. In the intangible assets, we must surely include a loyal
patient in addition to the highly skilled nurses, technicians and
consultants.
Actually the lifetime value of a loyal patient: Customer Lifetime
Value (CLV ) can be modelled on a mathematical basis. Since this
subject is so important there has to be a customer relationship
management officer who is recruited preferably from the
hospitality industry. He should be on equal footing with the
finance controller.