Improving service quality in NHS Trust hospitals: lessons from the hotel sector.
This article looks to review recent practice undertaken within the UK hotel sector to improve customer service, and suggests ideals that could be implemented within National Health (NHS) Trust hospitals. At a time of increasing competition, hotel firms are using service enhancement as a means to gain competitive advantage, and therefore developing a range of techniques to measure levels of service quality improvement. With continued change in the health service, where greater focus now lies with patient satisfaction, so there is a requirement for managers to adapt techniques presently being offered in other service industries to improve levels of customer service and ensure patients are targeted to define their levels of satisfaction.
Desombre
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University of Surrey, UK.
Eccles
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D019985:Benchmarking; D004465:Economic Competition; D019538:Health Care Surveys; D015285:Hospital-Patient Relations; D006779:Hospitals, Public / Q000191:economics / Q000458:organization & administration / Q000592:standards*; D006801:Humans; D007221:Industry / Q000592:standards; D008330:Management Audit; D017060:Patient Satisfaction; D013222:State Medicine; D017749:Total Quality Management / Q000191:economics / Q000379:methods*; D006113:United Kingdom