Customer satisfaction: a practical approach for hospitals.

L VanderVeen; M Ritz

doi:10.1111/j.1945-1474.1996.tb00827.x

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Customer satisfaction: a practical approach for hospitals.

L VanderVeen·M Ritz

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Abstract

A California hospital developed a program to better serve and satisfy its customers. This article details the hospital's plan to implement the program with the collection and use of data to measure success, promote staff accountability, and, ultimately, demonstrate improved customer satisfaction as measured by fewer complaints. The various activities initiated to promote staff education and recognize employees also are briefly addressed.

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California Correspondence as Topic Data Collection Feedback Forms and Records Control Hospital Bed Capacity, 100 to 299 Hospital-Patient Relations Humans Inservice Training Models, Organizational Patient Satisfaction Program Development Quality Assurance, Health Care Journal Article

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L VanderVeen, M Ritz. Customer satisfaction: a practical approach for hospitals.. https://doi.org/10.1111/j.1945-1474.1996.tb00827.x

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