- Very large healthcare organizations often have a program of monitoring customer opinion, but it is common this is an intellectual exercise that does not really result in changes.
- The most common strategy for gathering customer opinion in most of these large healthcare organizations is that there is a counter somewhere with a neat pile of four-by-six cards with “tell us what you think” in bold print. Patients are invited to fill this in and put it in a box with a slot.
- Most community based healthcare organizations say that monitoring opinions is something on their agenda, but at the moment it is not at the top of the pile; but we're going to get to it soon.
- Most smaller healthcare organizations say that monitoring opinions is not necessary because the place serves more as a community or family centre where everybody knows everybody else. “We hear everything we need just by being here.
is the training centre that trains any healthcare professionals about what
customer satisfaction means. Rare is the
trainee (or trained professional) that gets beyond “our customers are our
patients” or “we don’t have customers.
We don’t make widgets; we treat patients.”
- We are putting on a conference/workshop on the subject and inviting students, residents, educator to participate.
- We are introducing a module in our Certificate Course for Laboratory Quality Management that will introduce Customer Satisfaction / VoC as a key discussion point.
Part of the Problem or Part of the Solution