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07/25/2012 03:26 PM
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So, i want to know how customer satisfaction is measure in healthcare environments. Use a servqual is recommended in this kind of environment?
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07/26/2012 03:16 PM
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Victor - there are surveys sent by outside agencies to patients that they complete and return. Google Press Ganey and HCAHPS to learn more.
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07/27/2012 11:26 AM
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We measure customer satisfaction a variety of ways since we have multiple customers. For most of our patients, we use Press Ganey (a third party vendor) that sends our surveys to a random sample of patients. For the patients that come to our smaller departments, we send out our own surveys. For our employees, we complete employee satisfaction surveys annually. We also complete physician satisfaction surveys annually. We also have customer departments (i.e. pharmacy serves our inpatient units) so they survey the employees of the unit monthly. As an organization, we have goals set around each type of these surveys and action plans to improve the results.
Julie
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08/01/2012 05:07 PM
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Thanks for the help Mark and Julie.
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