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Customer satfc

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Customer satfc

  2. 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. 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. 4.  External customers  Patients and families  Third party payers  State and federal regulatory agencies  Professional organizations  Referring facilities & Suppliers.
  5. 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. 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. 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. 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. 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. 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. 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. 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. 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. 14.  Environment-  The supplier’s plant/offices/store are safe, clean and well organized  Customer’s fees psychologically welcome and valued as customers
  15. 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. 16.  Efficiency- Supplier offers a single point of access with the minimum number of steps possible for fulfilment of customer needs without repeat.
  17. 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. 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. 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. 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. 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. 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. 23. PATIENT EXPECTATIONS  Good Medical Care  Good Nursing Care  Less Waiting Time  Excellent Hospitality  Personal Attention  Courteous Behavior  Affordable Charges
  24. 24.  Cleanliness  Good Coordination  Cooperation among the Staff  Discipline  Communication & Information  Transparency in charges and procedures
  25. 25. GOALS OF CUSTOMER FOCUS:  Creating Better Products or Services  Offering compelling customer experience  Building deeper customer relationships
  26. 26.  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'.
  27. 27.  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)
  28. 28.  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
  29. 29. 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
  30. 30.  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.
  31. 31. METHODS USED TO TRACK CUSTOMER SATISFACTION: 1. Complaints and suggestions system 2. Customer satisfaction surveys 3. Ghost shopping 4. Lost customer analysis
  32. 32. DIFFERENTFORMS OF MEASUREME  Annual Customer Satisfaction Surveys  Online Questionnaires  Feedback Forms  Feedback Forms  Customer Service Feedback  Phone or Fax Surveys  Focus Groups (Formal/ informal)
  33. 33. 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
  34. 34. 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
  35. 35. 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.
  36. 36. THANK YOU….!!