Creating patient satisfaction and loyalty.
Many hospitals are considering enhanced approaches to patient satisfaction measurement and guest relations--or service management. Some are building in-house satisfaction management systems. Others are evaluating the growing number of systems commercially available for purchase. The authors review the successful design, testing, introduction, and nearly 5-year use of an in-house system.
Fisk
T A
TA
Thomas Jefferson University Hospital, Philadelphia, PA.
Brown
C J
CJ
Cannizzaro
K G
KG
Naftal
B
B
D003258:Consumer Behavior / Q000706:statistics & numerical data*; D005069:Evaluation Studies as Topic; D006746:Hospital Bed Capacity, 500 and over; D015285:Hospital-Patient Relations; D006801:Humans; D008331:Management Information Systems; D009937:Organizational Objectives; D015143:Philadelphia; D011641:Public Relations; D012107:Research Design; D011795:Surveys and Questionnaires; D013597:Systems Analysis