Customer satisfaction: a practical approach for hospitals.
A California hospital developed a program to better serve and satisfy its customers. This article details the hospital's plan to implement the program with the collection and use of data to measure success, promote staff accountability, and, ultimately, demonstrate improved customer satisfaction as measured by fewer complaints. The various activities initiated to promote staff education and recognize employees also are briefly addressed.
VanderVeen
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Mt. Diablo Medical Center, Concord, CA, USA.
Ritz
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D002140:California; D015709:Correspondence as Topic; D003625:Data Collection; D005246:Feedback; D005568:Forms and Records Control; D006744:Hospital Bed Capacity, 100 to 299; D015285:Hospital-Patient Relations; D006801:Humans; D007318:Inservice Training; D017146:Models, Organizational; D017060:Patient Satisfaction / Q000706:statistics & numerical data; D016730:Program Development; D011785:Quality Assurance, Health Care / Q000458:organization & administration*