Service guarantees in outpatient clinics: a case study.
It is very difficult to receive specific, actionable, constructive feedback systematically in health care delivery. This case study describes a service guarantee tool that does exactly that, at very low cost. As additional benefits, thoughtful use of service guarantees can raise morale, channel complaints that might otherwise go to the "wrong" people, and provide a unique marketing edge.
Lewis
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Peer Review Analysis, Inc., Boston, MA.
D000554:Ambulatory Care Facilities / Q000458:organization & administration* / Q000592:standards; D003365:Costs and Cost Analysis; D004282:Documentation; D006282:Health Personnel / Q000523:psychology; D006801:Humans; D007588:Job Satisfaction; D008389:Marketing of Health Services / Q000191:economics / Q000458:organization & administration*; D009013:Morale; D009042:Motivation; D009765:Obesity / Q000517:prevention & control; D017060:Patient Satisfaction; D017749:Total Quality Management / Q000191:economics / Q000458:organization & administration*; D014481:United States; D015431:Weight Loss