CUSTOMER SATISFACTION.pptprsenetatopmnnn

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1. CUSTOMER SATISFACTION Presented by:SHANAVAS.S M.Sc (HA) 2 nd Year JNMC, Belgaum DR. PRABHAKAR KORE HOSPITAL AND MRC – BELGAUM. DR. PRABHAKAR KORE HOSPITAL AND MRC – BELGAUM.

2. Introduction The hospital market has today changed from a sellers' market to a buyers' market, where the patient is all-important. Therefore to achieve patient satisfaction, the hospital has to develop itself technologically, as well as become more service-oriented. It is essential for a hospital to reach out to its customers (patients), if it wants to survive the competition. This can be achieved only by building a bridge of trust between the hospital and the community, so that the community can crossover to the hospital. 6/23/2023 2

3. CUSTOMER Any one who receive the result of our works and make a valuable judgment about services provided. Internal customers Coworkers , supervisors with in our facility Members of rehabilitation team ( physician , nurses, social workers , dietitians, physical therapist, occupational therapist ,administrators ). External customers Patients and families Third party payers State and federal regulatory agencies Professional organizations Referring facilities Suppliers. 6/23/2023 3

4. CUSTOMER VALUE Customer delivered value is the difference between total customer value and total customer cost. Total customer value is the bundle of benefits customers expect from a given product or service. Total customer cost is the bundle of costs customers expect to incur in evaluating , obtaining, using, and disposing of the product or service. 6/23/2023 4

5. Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products and or services perceived performance( or outcome) in relation to his or her expectations. 6/23/2023 5

6. If performance falls short of expectations, the customer is dissatisfied. If performance matches expectations , the customer is satisfied. If performance exceeds expectations , the customer is highly satisfied or delighted. 6/23/2023 6

7. Why customer satisfaction? Health care is generally becoming competitive Providers must not only maintain high clinical standards but also service that satisfies the patients To meet the dual challenge, providers must have an understanding of what constitutes both clinical excellence and customer satisfaction 6/23/2023 7

8. Customer satisfaction  in a hospital environment describes the degree to which patients are satisfied with the care and service received at a hospital.  Factors that affect hospital customer satisfaction include the hospital environment, the quality of care received and the availability of services. Security, cost and quality of personal interactions can also have an effect. 6/23/2023 8

9. QUALITY OF CARE FACTORS Hospital customer satisfaction depends heavily on quality of care factors . This includes the experience, professionalism and expertise of clinical workers, including doctors, nurses and technicians. 6/23/2023 9

10. Types Of Services And Technologies It can also include the Types Of Services And Technologies available at a given facility. Hospitals that hire highly qualified staff and use new or more efficient technologies are likely to have higher levels of hospital customer satisfaction. 6/23/2023 10

11. ENVIRONMENT OF THE HOSPITAL The ENVIRONMENT OF THE HOSPITAL  can also play a critical role in hospital customer satisfaction. Above all, patients want to know that the facility is clean, sterile and safe, and that proper disease control procedures are followed consistently. They also, however, want patient rooms and common areas such as waiting rooms to be warm, comfortable and inviting. Services such as gift shops, patient meal services and visitor dining options can increase patient satisfaction as well. 6/23/2023 11

12. Security SECURITY is another primary concern for hospital customers. They want to know that their heath is in good hands, but also that their private information will be protected. Instilling confidence in a facility's data security can vastly impact hospital customer satisfaction. This includes publicizing confidentiality processes and providing private places where patients will not risk being overheard when discussing confidential personal or health-related information. 6/23/2023 12

13. COST If the patient is paying for his own care, cost can be a major factor in hospital customer satisfaction. This includes both the ACTUAL COST OF SERVICE and well as AVAILABLE PAYMENT OPTIONS. If the patient has insurance, the primary economic factor will be whether the hospital accepts the patient's insurance and, possibly, whether the hospital is considered "in-network." . 6/23/2023 13

14. Personal interactions with hospital staff can also affect whether or not a patient is satisfied with an experience. This includes interactions by phone and in person, and also includes transactions that occur through electronic portals, such as hospital websites. Non-clinical healthcare workers, such as admissions and billing representatives should be sensitive to a patient's illness or condition and should be friendly, helpful and courteous at all times. Other non-clinical staff, such as food services workers and chaplains, can make a major difference in the quality of an individual's experience as well. 6/23/2023 14

15. Ten domains of satisfaction (common factors which describe and determine satisfaction in any customer supplier relationship) Quality Value – worth/ cost achieving . Timeliness Efficiency- doing things right. Ease of Access Environment Inter-departmental Teamwork Front line Service Behaviours- self management. Commitment to the Customer and Innovation. 6/23/2023 15

16. Quality- Compared with the best available or the best the customer is familiar with Error Free/Defect Free Supplier personnel are subject matter experts and have general systems knowledge 6/23/2023 16

17. Value- Value is compared with the best price the customer has experience with or knowledge of If prices are higher, negatives must be offset by strong positive features or benefits value is calculated after the sale when product/service continues to serve customer well over time 6/23/2023 17

18. Timeliness-   Product or service delivered early or at the agreed upon time Personnel take all the time required to meet customer needs Product or service is delivered as fast as possible with minimum wait times   6/23/2023 18

19. Environment-   The supplier’s plant/offices/store are safe, clean and well organized Customer’s fees psychologically welcome and valued as customers 6/23/2023 19

20. Ease of Access- There are no barriers or inconveniences between the customer and accessing product or service (hours open, location easy to find, get to right person with information etc.) Pathway signage is clear and adequate staffing and interface resources are provided for customer’s convenience  6/23/2023 20

21. Efficiency- Supplier offers a single point of access with the minimum number of steps possible for fulfilment of customer needs without repeat or redundancy. 6/23/2023 21

22. Self-Management-  (front line service behaviours   Front line personnel are dressed appropriate with the benchmark of their trade and make good first impression Front line personnel are courteous and attentive with subservient/ serviceful attitude Front line personnel give customers their full attention    6/23/2023 22

23. Teamwork- Employees facilitate smooth customer hand offs between departments Employees in different departments and throughout the suppliers company work well together to meet the needs of the customer   6/23/2023 23

24. Commitment-   Supplier is honest and up front with customer about all terms and conditions Supplier treats customer as most important customer Supplier takes responsibility when things go wrong 6/23/2023 24

25. Innovation- Supplier continuously introduces innovations and improvements to their product line 6/23/2023 25

26. How do buyers form their expectations??? Past buying experience Friends /associates advice Marketers & Competitors information and promises 6/23/2023 26

27. What is patient satisfaction? Patient Satisfaction is “hospital services and its perception by the patient” minus ”patient expectations” 0 = Patient Satisfied - = Patient Dissatisfied + = Patient Delighted Patient satisfaction measures need to be developed from the patients perspective Patients are becoming better informed Involve patients for making improvements Patient satisfaction is not Static but Dynamic 6/23/2023 27

28. Patient Expectations Good Medical Care Good Nursing Care Less Waiting Time Excellent Hospitality Personal Attention Courteous Behavior Affordable Charges Cleanliness Good Coordination Cooperation among the Staff Discipline Communication & Information Transparency in charges and procedures 6/23/2023 28

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31. Goals of Customer Focus: Creating Better Products or Services Offering compelling customer experience Building deeper customer relationships 6/23/2023 31

32. A marketing orientation is therefore the need of the hour for the image upliftment of the hospital. The main task of a marketing orientation is to determine the needs and wants of their customers/patients and satisfy them through design, communication, pricing and delivery of appropriate and competitively viable products and services. A hospital's primary objectives are usually humanitarian, philosophical or regulatory and based on some perceived need. However, a problem may arise when what the patient 'needs' is different from what the patient 'wants'. 6/23/2023 32

33. Improved patient satisfaction leads to decreased patient discontinuation and... Improved profitability… • Increased revenue from additional patient visits • Increased efficiency of resource utilization Improved clinical outcomes • Continuity of care leads to better clinical outcomes • More likely to adhere to advice (compliance) 6/23/2023 33

34. A more general view of the business implications of patient satisfaction Improve: • Patient retention (less expensive than attracting new patients) • Recruitment of new patients by word-of-mouth recommendations to family and friends • Likelihood and timeliness of paying bills • Less likely to sue for malpractice 6/23/2023 34

35. Customer Satisfaction = Profits Knowing what drives customer loyalty is important to your company’s financial health Repeat customers and new customers from referrals  continuous revenue streams Disloyal customers are expensive to replace Attracting NEW customer is 4 x cost of retaining existing customer 5% increase in customer retention  75% in aggregate lifetime profits from that customer 6/23/2023 35

36. "Customer satisfaction in a hospital is basically a state of mind of the patient. It is the ability of your hospital service to meet the expectations of the patient. Customer delight is all about exceeding the expectations of the patients to make him highly satisfied with the hospital". High satisfaction or delight creates an emotional bond with the hospital in the mind of the patient, not just rational preference. The result is high patient loyalty, which is what every hospital is looking at, to cut the competition. 6/23/2023 36

37. Hospitals are therefore today making efforts to determine what healthcare customers need, tailoring their services to meet those needs and then attracting patients to use these services. In all service industries, customer retention is a vital issue. The cost of customer retention can vary from a smile to an investment in a Customer Relationship Management (CRM) system. 6/23/2023 37

38. Factors associated with patient satisfaction with medical care Better health status Positive attitudes and expectations The structural, organizational, and financial characteristics of medical care (traditional fee-for-service, greater physician choice, lower cost, increased access, availability, and convenience of care) Continuity of care Quality of care (technical skills, intelligence, and qualifications of the provider) Interpersonal aspects of care (strong communication skills of the provider);and Positive health outcomes. 6/23/2023 38

39. Understand Satisfaction Drivers Customer Satisfaction Access to products & Services Emotional Factor Service Quality Price Product Quality 6/23/2023 39

40. THE HIGH PERFORMANCE BUSINESS 6/23/2023 40

41. STAKEHOLDERS Business must define its stakeholders and their needs. Unless businesses nourish stakeholders- customers, employees, suppliers, distributors- the business may never earn sufficient profits for the stakeholders. A smart company creates a high level of employee satisfaction higher effort higher quality products and services creates higher customer satisfaction more repeat business higher growth and profits high stockholder satisfaction more investment. 6/23/2023 41

42. PROCESSES Company or organization can accomplish its satisfaction goals only by improving critical business processes. 6/23/2023 42

43. RESOURCES To carry out processes company needs resources- labor power, materials, machines, information, energy, and so on. Many companies today have decided to outsource less critical resources if they can obtained at better quality or lower cost from outside the organization. After purchasing the product, the consumer will experience some level of satisfaction or dissatisfaction. Marketers must monitor post purchase satisfaction, post purchase actions, and post purchase product uses. 6/23/2023 43

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45. The reasons why customers no longer dealt with a particular supplier” “

46. Ways to measure customer satisfaction

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48. Methods used to track customer satisfaction: Complaints and suggestions system Customer satisfaction surveys Ghost shopping Lost customer analysis 6/23/2023 48

49. Annual Customer Satisfaction Surveys Focus Groups (Formal/ informal) Online Questionnaires Phone or Fax Surveys Feedback Forms Online Polls Customer Service Feedback CRM Software Other Surveys (Benchmarking, Employee, Org Alignment) Different forms of measurement 6/23/2023 49

50. ”The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” - Peter Drucker 6/23/2023 50

51. 10 Golden Rules Believe customers possess good ideas Gather customer feedback at every opportunity Focus on continual improvement – start with top 10 issues bugging your customers Solicit good and bad feedback Seek real time feedback Don’t spend vast sums of money Make it easy for customers to provide feedback Leverage technology to aid efforts Share feedback throughout the company Use feedback to make quick changes 1 2 3 4 5 6 7 8 9 10 6/23/2023 51

52. CARING - Rule C - Customers first A -Accept responsibility R - Reach out and help I - Initiate contact N - Nurture others G - Give attention to detail . 6/23/2023 52

53. 3 steps to make customer happy 6/23/2023 53

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55. Conclusion… Most administrators do not factor the intangible assets of the hospital. In the intangible assets, we must surely include a loyal patient in addition to the highly skilled nurses, technicians and consultants. Actually the lifetime value of a loyal patient: Customer Lifetime Value (CLV ) can be modelled on a mathematical basis. Since this subject is so important there has to be a customer relationship management officer who is recruited preferably from the hospitality industry. He should be on equal footing with the finance controller. 6/23/2023 55

56. IT IS NO LONGER ENOUGH TO SATISFY CUSTOMERS ………… YOU MUST DELIGHT THEM 6/23/2023 56

57. THANK YOU... 6/23/2023 57 -Shanavas -

58. REFERENCES.. Kessler, Sheila (2003). Customer satisfaction toolkit for ISO 9001:2000 . Milwaukee, Wis.: ASQ Quality Press. ISBN 0873895592 Express Healthcare Management- Issue dtd. 1st to 15th August 2004 Principles of Marketing- By Philip Kotler Wikipedia Health education and patient satisfaction-Journal of Family Practice, Jan, 1996 by Helen Halpin Schauffler, Tracy Rodriguez, Arnold Milstein 6/23/2023 58