1.
K.NAGAVENI
2ND YEAR MHA
J N MEDICAL
COLLEGE
BELGAUM
CUSTOMER SATISFACTION

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.
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.
 External customers
 Patients and families
 Third party payers
 State and federal regulatory agencies
 Professional organizations
 Referring facilities & Suppliers.

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.
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.
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.
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.
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.
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.
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.
 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.
 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.
 Environment-
 The supplier’s plant/offices/store are safe, clean and well
organized
 Customer’s fees psychologically welcome and valued as
customers

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.
 Efficiency-
Supplier offers a single point of access with the
minimum number of steps possible for fulfilment of
customer needs without repeat.

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.
 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.
 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.
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.
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.
 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.
PATIENT EXPECTATIONS
 Good Medical Care
 Good Nursing Care
 Less Waiting Time
 Excellent Hospitality
 Personal Attention
 Courteous Behavior
 Affordable Charges

24.
 Cleanliness
 Good Coordination
 Cooperation among the Staff
 Discipline
 Communication & Information
 Transparency in charges and procedures

25.
GOALS OF CUSTOMER FOCUS:
 Creating Better Products or Services
 Offering compelling customer experience
 Building deeper customer relationships

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.
 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.
 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.
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.
 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.
METHODS USED TO TRACK CUSTOMER
SATISFACTION:
1. Complaints and suggestions system
2. Customer satisfaction surveys
3. Ghost shopping
4. Lost customer analysis

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.
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.
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.
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.
THANK YOU….!!