In organizations when it comes to tracking how well it’s being run, tracking customer satisfaction goes a long way. In the healthcare industry, customer satisfaction is known as patient satisfaction and tracking it is just as important. Healthcare Patient Satisfaction is a quality measure metric that health practitioners and healthcare organization rely on to judge how well they are doing and how effective their activities are on the patients and stakeholders. Patient satisfaction is an important and commonly used indicator for measuring the quality of healthcare. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. So we’ve established that Healthcare Patient Satisfaction and customer satisfaction which are practically the same thing are important and should be tracked. Let’s discuss their importance below
Quality levels can change
In an organization, as different problems arise and different account managers handle customer inquiries, clients are bound to receive numerous customer experiences. With no customer satisfaction tracking, you are doing it blindly and don’t know how your customers really feel about your service. Yes, they may love one doctor or receptionist but what about the other? Organizations need a system in place to be tracking satisfaction levels across all employees and all the clients or patients they service. That is the only way you can get a fully transparent view of how happy your customers actually are.
By ensuring your customers are satisfied, you are putting yourself in the best possible position to create customer advocates that will send you business referrals. One thing that R&G Technologies encourages all staff to do is go into every encounter with a client as if they were going to ask for a business referral at the end. By taking this approach, they are on top of their game, offering outstanding service and striving to exceed customer expectations. For hospitals, if one particular doctor is being referred to most new patients you might want to watch that doctor see what he’s doing right so it can be replicated. You can also ask customers and patients how likely they are to refer a doctor or hospital to a friend or family member. Research and theory back up the fact that if your customers are willing to put their reputation on the line to recommend you, they also trust you and are satisfied with your service.
Ask your customers: Overall, how satisfied are you with this Hospital? or Overall, how satisfied are you with this Company? This question reflects the customers ‘overall’ satisfaction with your service. This can be an open-ended question and you should be looking for mentions of quality, reliability and customer fulfillment.
Customers defect to competitors based on perceived value and so it’s wise to try to measure customer expectation vs perception. Ask your customers: Does our service live up to your expectations? This metric is pretty straightforward. The respondents should be asked to agree or disagree with each statement using a five-point scale, where a one indicates “strongly disagree” and a five indicates “strongly agree.” Research by SBA found that 9% of clients will leave because they perceive a competitor offering as better. In order to prevent or stop this, companies must focus on offering a ‘perceived service’ that is better than competitors. Tracking customer satisfaction and then benchmarking it against others in your industry will help you discover how you stack up against the rest and see if you are at risk of clients potentially defecting to competitors.