Effective hospital management practice for meeting customers' needs and expectations

Wan Su, Kamaruzaman (2002) Effective hospital management practice for meeting customers' needs and expectations. In: Malaysia Health Care , 25th-26th June 2002, Kuala lumpur . (Unpublished)

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Abstract

When a person is sick and decides to seek treatment from a hospital, few questions run in his mind which we call them 'the customers' needs and expectations'. He will be thinking whether the treatment he needs is readily available in the hospital. Are the people there friendly? Will he be safe and not lost in the compound of the hospital? How long he will wait to see the doctor and to take medications? How much is the hospital fees? Will his sickness improve with treatment? His perception of the hospital services sometime differs from what we understand. We produce a list of what we promise to do in the form of a patient's charter, but sometimes this is not what the patient needs or expects. The gap between the services the hospital can offer and the needs and expectations of the patient will determine the level of satisfaction. Patient will be satisfied if he gets all that he needs. He will be more satisfied if the hospitality rendered to him is beyond his expectation. Hence hospital managers have to know the customers' needs and expectations before they can plan effective hospital management practice to meet these needs and expectations.

Item Type:	Conference or Workshop Item (Full Paper)
Additional Information:	3321/17080
Uncontrolled Keywords:	hospital management
Subjects:	R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine R Medicine > RT Nursing
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Nursing
Depositing User:	Prof. Kamaruzaman Wan Su
Date Deposited:	13 Sep 2013 15:49
Last Modified:	13 Sep 2013 15:49
URI:	http://irep.iium.edu.my/id/eprint/17080

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