Customers for A Hospital and Customer Satisfaction
Discussion: 250 words minimum with 4 references.
1 Identify the key customers for a hospital and discuss how each of these different customers might view quality.
Complete: 1500 words with at least 4 references.
1 It defines one of the key concepts to providing quality patient services in a healthcare organization: Customer satisfaction, retention and loyalty. These factors play a major part in preventing medical malpractice lawsuits, since individuals are less likely to initiate legal action if they believe the provider cares about them. Approximately 70% of the lawsuits filed are “nuisance” suits because of a failure to communicate and show compassion.
For the Complete assignment, write a narrative essay (minimum 1500 words) in which you address and discuss the questions and statements listed below. Use at least four scholarly sources and remember to demonstrate a thorough understanding of the READ and ATTEND sections in your essay. Cite your sources in APA format.
Using APA format and at least four APA formatted references and citations that are no more than 5 years old:
Read the Critical Thinking Activity on p. 157 of the text Are Customers Really Loyal? Select a health care entity to focus on, this could be a clinic or hospital of your choosing. Apply the critical thinking activity loyalty discussion to your selected health care entity and answer the following questions:
1. As a customer/patient in health care, are you loyal to any organization? If so, how many bad experiences will it take to overcome your loyalty? How many bad experiences will it take to overcome your loyalty?
2. As a CEO of a small hospital in a small community, what role does customer service play? Why is reputation critical in health care?
3. Explain the role of the customer in a total quality setting in a health care entity? Identify all customer types. What type of training should occur to address all customer types to ensure satisfaction and loyalty?
4. Perform an internet search on Quint Studer and his role in healthcare. Provide an overview of Studer’s accomplishments in healthcare. If you were CEO of small hospital, how would you apply Studer’s work?
