Developing a Process - Oriented Feedback System for Assessing Customer Satisfaction at a Multi-Specialty Hospital in Pune City

Autor: Vivek Phalke, Kasturi Shukla
Rok vydání: 2022
Zdroj: RGUHS Journal of Allied Health Sciences. 2
ISSN: 2583-3782
DOI: 10.26463/rjahs.2_1_6
Popis: Background Customer satisfaction is a measure of how the organizationrsquos product or service performs with regard to a set of customer expectations and requirements.Objectives The primary objective of the study was to develop a system and collect the process - oriented feedback from the Out-patient Department OPD patients to analyze the areas of developmentimprovement. The secondary objective was to shift from the people-oriented feedback to process-oriented feedback.Methods The study was conducted during June-September 2021 at the Out-Patient Department of a 750- bed multi-speciality hospital in Pune city. The old feedback form used by the hospital was designed based on the designation of employee and was more person specific. We developed a new feedback system that was designed with a higher emphasis on the processes which are important for customer satisfaction which included - booking an appointment waiting time interaction with doctors nurses and technicians and quality of laboratory services.Results Using the process-oriented feedback positive feedback was mostly about the knowledge of doctors the facility the behavior of staff and nurses and the overall management. The negative feedback was related to the arrival time of doctors appointment scheduling various departments internal and external transportation. The focus was to identify the areas of improvement which may be the reason behind the customer dissatisfaction in the hospital. Conclusion Process-oriented feedback form is recommended for feedback analysis regarding customer satisfaction. This is more useful for strategic planning and decision making and establishing better quality compliance in the hospital.
Databáze: OpenAIRE
Externí odkaz: