Voice of the customer---a roadmap for service improvement.
Patient satisfaction surveys help a great deal in identifying ways of improving a hospital's services. Ultimately, that translates into better care and happier patients. Moreover, it shows the staff and the community that the hospital is serious about quality and is looking for ways to improve. This article describes how the Voice of the Customer (VOC) Survey can be used as a tool for improving services. Regular monitoring of VOC scores is essential for minimizing the gaps between service delivery and patient expectations. The present study showcases the various initiatives undertaken to improve the VOC scores from an original 4.40 to 4.77 (on a 5 point scale) at the hospital under study.
Indraprastha Apollo Hospitals, India.
Ravinder S
RS
Uberoi
Yogamaya
Y
Nayak
Pritindira
P
Sachdeva
Anupam
A
Sibal
D019538:Health Care Surveys; D006760:Hospitalization; D006801:Humans; D007194:India; D017060:Patient Satisfaction / Q000706:statistics & numerical data; D058996:Quality Improvement / Q000458:organization & administration*