Customer Satisfaction Experiences In Healthcare Sector Uum Press

This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality. It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors. Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals’ policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty.

This book intends to provide the readers with the fundamentals of business process change (BPC) and how BPC can be applied to the processes and culture that are inherent in the universities. The concepts and principles highlighted in the book will give further understanding on the organisational change area. The information shared in this book represents concepts, practised, issues and challenges in various changes projects. The book examines the connection of business process reengineering (BPR), Total Quality Management (TQM) and learning organisation (LO). The readers will be exposed to the BPC concepts, strategies and directions for implementation and successful monitoring in the university environment. The book provides the evidence-based practice implementation case studies case evidences on the recent successes in applying BPC in the universities. The book gives readers a comprehensive guideline for BPC using the WISER model. The book explains the BPC methodology with the five phases in detail. Interestingly, the book comes out with the evidence-based practice implementation case-evidenced BPC in the universities, the real life experiences as practical examples for illustrations. The readers could understand the WISER model, which can aid the strategic and project planning of the universities. The book provides the readers with tools and techniques, and the plan of actions that are utilised in the wake-up, identification, selection, execution and re-evaluation phases in the WISER model.

This book is a guide for researchers who are involved in statistical and decision science analyses. Both analyses are explained in detail with samples of real applications in daily life to assist readers to appreciate theoretical and mathematical formulations. It covers a wide variety of applications, including economic issues, i.e., stock markets, quality control in the garment industry, customer satisfaction in the banking industry, experimental design in electronic firms, performance of university web portals, daily fat intake, the optimization of shrimp catching activities, meal planning for nurseries and as well as fairness model in economic games. Understanding

Total Customer Satisfaction reports on the breakthrough methods used by award winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field how to create and implement a total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization. "A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works!" --John Schwartz, chief executive, Trinity Hospital/Advocate Health Care "A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical `action plan' format, Sherman challenges the reader to think about solutions, not just ideas." --Irwin Press, president, Press, Ganey Associates, Inc. "This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance." --Quint Studer, president, Baptist Hospital, Inc. "Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book." --Mark C. Clement, president and CEO, Holy Cross Hospital, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service "This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding." --Jerry Seibert, president, Parkside Associates

The book explores the patient's perception of care to identify the drivers and implications of patient satisfaction. ... . The second edition offers significant new material, including : Enhanced material on staff buy-in to patient satisfaction initiatives - A new chapter that provides fifty simple and innovative improvement ideas - Additional material on staff and physician satisfaction - A new chapter on managing diverse patients and staff - New insight on compliant management and scripting. [Ed.]

This open access textbook represents a vital contribution to global health education, offering insights into health promotion as part of patient care for bachelor’s and master’s students in health care (nurses, occupational therapists, physiotherapists, radiotherapists, social care workers etc.) as well as health care professionals, and providing an overview of the field of health science and health promotion for PhD students and researchers. Written by leading experts from seven countries in Europe, America, Africa and Asia, it first discusses the theory of health promotion and vital concepts. It then presents updated evidence-based health promotion approaches in different populations (people with chronic diseases, cancer, heart failure, dementia, mental disorders, long-term ICU patients, elderly individuals, families with newborn babies, palliative care patients) and examines different health promotion approaches integrated into primary care services. This edited scientific anthology provides much-needed knowledge, translating research into guidelines for practice. Today’s medical approaches are highly developed; however, patients are human beings with a wholeness of body-mind-spirit. As such, providing high-quality and effective health care requires a holistic physical-psychological-social-spiritual model of health care is required. A great number of patients, both in hospitals and in primary health care, suffer from the lack of a holistic oriented health approach: Their condition is treated, but they feel scared, helpless and lonely. Health promotion focuses on improving people’s health in spite of illnesses. Accordingly, health care that supports/promotes patients’ health by identifying their health resources will result in better patient outcomes: shorter hospital stays, less re-hospitalization, being better able to cope at home and improved well-being, which in turn lead to lower health-care costs. This scientific anthology is the first of its kind, in that it connects health promotion with the salutogenic theory of health throughout the chapters. the authors here expand the understanding of health promotion beyond health protection and disease prevention. The book focuses on describing and explaining salutogenesis as an umbrella concept, not only as the key concept of sense of coherence.

This book is about research in brand management and contemporary issues in marketing. It is designed to bring today’s professionals, managers, academicians and students the current research findings relating to issues in branding and marketing across the globe. Generally, branding has been accepted as an important strategy in managing business and marketing activities. This is because effective branding and marketing strategies can help improve business performance and bring up companies to a better position. Hence, this book is a good reference to those who wanted to understand factors influencing product and service brand performance, issues on brand loyalty, consumer purchase intention and Islamic retailing.