Health Care Quality Service and Patient Satisfaction by Janine Zargar
2 pages
English

Health Care Quality Service and Patient Satisfaction by Janine Zargar

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Description

It is the degree to which the organization reflects its concern for the human being, whether employee or patient. The employee who experiences cold indifference will transfer it to the patients.
The quality of service may be quite irrelevant when you have a captive customer whose only choice is to use your services.

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Publié le 24 août 2015
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Langue English

Health Care Quality Service and
Patient Satisfaction by Janine
Zargar
It is the degree to which the organization refects its concern for the human
being, whether employee or patient. The employee who experiences cold
indiference will transfer it to the patients.
The quality of service may be quite irrelevant when you have a captive customer
whose only choice is to use your services.
It's only natural to believe that due to all the problems in the economy over the
last few years that consumer satisfaction has likely taken a dip.
The fact is that according to the latest statistics from American Consumer
Satisfaction Index (ACSI) while many industrial sectors improved their customer
satisfaction rates, hospital satisfaction dropped 5%. Inpatient satisfaction
recorded the biggest drop. Even as hospitals scrambled to respond to the
economic crises through cost cutting initiatives and employee layofs, many
patients just were not satisfed.
The ACSI reports national customer satisfaction with the goods and services that
Americans buy and consume within 10 economic sectors, 44 industries and over
200 companies and government agencies. Many consumer companies such as
cable, telephone and utilities improved their consumer satisfaction numbers.
HOW TO KEEP IT COOL IN THE EMERGENCY UNIT OF A HOSPITAL!
Consulting work of Janine Zargar brings in contact with diferent kinds of
industries, because Change Management applies to all types of businesses
undergoing reorganization. Janine Zargar Among the industries like Akz
Management and Doctors United have been closely associated with is Health
Care.
The quality of service may be quite irrelevant when you have a captive customer
whose only choice is to use your services. However, such customers will be the
frst to defect when there is a better alternative. The saving grace at the moment
is that there are few alternatives that are signifcantly better in the quality of
patient service ofered to those who enter without special introductions. How
much longer can this go on?
It will go on for as long as the better educated and or wealthy patients content
themselves with access to satisfactory services for themselves through personal connections and deny responsibility on the public or national level. It will also go
on for as long as the large majority of patients remain ignorant of better
alternatives and their exposure to risk. And, it will go on for as long as our
sociopolitical system views defciencies in public services as opportunities to build and
maintain power-bases.
It is only when public and consumer ignorance is no longer viewed as a valuable
resource by those who have the power to educate people on their rights as
responsible citizens; and when critical thinking and creative problem-solving
become the goals of our educational system, in place of information transfer for
its own sake.
Janine Keane believes that being educated is having the ability to link one kind of
information with another in order to generate useful knowledge. Being a
specialist is of no consequence, unless that specialist information can be linked
to other information to create a new awareness or a demand for the specialist
service. For example, when basic hygiene and public health are taught at schools
and become part of public education in the media; and when consumer
behaviour and marketing become part of the training that hospital administrators
and doctors receive, only then will there be a body of knowledge powerful
enough to set the scene for better patient care for the 'ordinary' human being in
our hospitals.
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