Implementing the patient circle. Call on patients to help improve perceptions of health care quality.
Adapting the quality-circle concept to a health care setting helped one hospital solve a problem and boosted its image among patients. The "patient circle" technique is one step health care providers can take toward delivering "total customer value," a quality perception that can mean the difference between surviving and thriving in the future.
Ostasiewski
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Department of Marketing and Management, Wheeling Jesuit College, WV, USA.
Fugate
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D015285:Hospital-Patient Relations; D008332:Management Quality Circles; D009936:Organizational Innovation; D017060:Patient Satisfaction; D014481:United States