Service Charge

June 2006
Marketing Health Services;Summer2006, Vol. 26 Issue 2, p32
Academic Journal
The article details the benefits of customer service programs in hospitals. Research by the Health Care Advisory Board is cited, pointing to the correlation between customer service quality and patient satisfaction. Several important elements of maintaining a hospital customer service program are outlined, including regular and required service training, structures for recognition and reward programs, and continued utilization of market research to measure patient satisfaction. Additional suggestions are offered to better facilitate services to customers, including computer network utilization, multilingual resources, and web-based avenues.


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