Effective Consumer Relations

EFFECTIVE CONSUMER RELATIONS

HCS 131

You are working as a manager in a local hospital. You received some patient satisfaction survey data, and you were asked to review the data and consider the impact on consumer relations.

Review the Patient Satisfaction Survey below:

Hospital Patient Satisfaction Survey

Patient Satisfaction Indicator Current Performance Goal
Hospital cleanliness 8.2 > = 9.2
Overall patient satisfaction with doctors 7.6 > = 9.2
Average patient wait time 13 minutes < = 15 minutes
Overall patient satisfaction with hospital 9.7 > = 9.2

Complete the following prompts based on the chart provided above.

Patient Satisfaction Strength

[Insert Response]The average patient wait time satisfy’s the patients, as patients do not have to wait for a long time before they were treated.Functional strategy- the hospital should introduce new medicines that can heal dangerous diseases and reduce the cost of the medicines for thePatients. Patient’s reactions-deals with anticipating the likely reaction of the patients. Patients could oppose the increase of the cost of medication.

Patient Satisfaction Weakness

  1. Identify a patient satisfaction indicator that could be considered a strength for the hospital based on its current performance and the hospital’s goal.
  2. Identify a strategy the hospital could use so that this indicator remains a strength in patient satisfaction.
[Insert Response]Hospital cleanliness-this is an indicator that could be considered a weakness for the hospital based on its current performance and the hospital’s goal.To stop this indicator from remaining a weakness in the patient’s satisfaction, the hospital should maintain cleanliness within the hospital.

Patient Satisfaction Opportunity

  1. Identify a patient satisfaction indicator that could be considered a weakness for the hospital based on its current performance and the hospital’s goal.
  2. Identify a strategy the hospital could use so that this indicator does not remain a weakness in patient satisfaction.
[Insert Response]The overall patient satisfaction As most of the patients are satisfied from the hospital’s handling conditions. The hospital could transform this opportunity as a strategy to meet its goals by introducing new methods of treating the patients.

Explain the importance of effective consumer relations in the health care industry.

  1. Identify a patient satisfaction indicator that could be considered an opportunity for the hospital based on its current performance and the hospital’s goal.
  2. Identify a strategy the hospital could use so that this indicator could transform into a strength in patient satisfaction.

Consider the role data (e.g., surveys) plays in effective consumer relations

[Insert Response]Anticipating and meeting the patient’s needs.You may need to provide customer service in the broad sense of fully meeting the patient’s needs. For example, if someone comes in for an ultrasound, your basic job is to perform the diagnostic test competently. Offering good customer service means that you will properly schedule appointments so that no patient has to wait too long, treat the person with dignity while they are in your care, answer any questions they have, reassure them, and volunteer certain information about the procedure without overstepping your bounds.Listening and being passionate.In dealing with patients, you must keep in mind that they are your customers. It’s not that “the customer is always right,” but they may be under stress from pain and worry about a medical condition or about the ability to pay the bill. While you must follow proper procedures with any job you have, you can always listen and be compassionate. This will help the patient to be able to express him/herself how he/she is feeling. Therefore, this is a role communication plays in effective consumer relations.

Cite any peer-reviewed, scholarly, or similar references used to support your assignment

  1. Consider the role communication plays in effective consumer relations.
  2. [Insert references used] References.Survey Associates, & Charity Organization Society of the City of New York. (1909). The Survey. Stroudsburg [etc.: Survey Associates [etc.Conway Human Development Center (Ark.). (2012). Satisfaction survey. Conway, AR: Conway Human Development Center.Elton, O. (1978). A survey of English literature, 1830-1880. New York: AMS Press.