Customer Service

HANDLING PATIENT SATISFACTION SURVEY & CUSTOMER COMPLAINTS / FEEDBACK

 

Objectives

1. To measure (patient) satisfaction with care & services provided to admitted patients.

2. To identify system problems that may adversely affect the delivery of quality patient care likewise uncovering issues that can improve customer service.

3. To determine if improvement processes have been effective as perceived by patients.

4.To identify best practices and employees who merit recognition for providing quality care that exceeded patients' expectation.

 

Scope

This activity allows the hospital to understand the issues or key drivers that cause satisfaction or dissatisaction with the service experienced by (admitted) patients through accomplishment of the survey form distributed by Admitting Section and to be carefully handled by the Quality Management Team (QMT) of the hospital. These procedures also define the action and responsibilities of QMT and the sections concerned in responding to cutomer's feedback.