Hospital Consultancy Services

Patient Care In Hospitals: Why You Should Give Utmost Important To Patient Satisfaction

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Since patient satisfaction has been accepted as an important indicator in evaluating the quality of medical care, especially in the last two decades, there is an increasing interest in the perceptions of patients about the health service provided.

In terms of modern hospital management, it is necessary to define the factors affecting the satisfaction of the patients in a more reliable and clear conceptual framework, as the effective and efficient use of hospital resources as well as the quality of the service provided, and the areas that can be intervened organizationally should be revealed.

Patient satisfaction is a complex concept influenced by various factors and is one of the most important indicators of quality patient care.

Since the theories explaining patient satisfaction are not sufficient, patient satisfaction is generally based on whether the service provided meets the expectations of the patient or the patient’s perception of the service provided.

For this reason, it is emphasized in the literature that patient expectations and patient-nurse cooperation constitute the basis of patient satisfaction. In studies on patient satisfaction, it has been determined that the focus of this association is communication and informing the patient.

Patients enter the healthcare system with their various individual characteristics, attitudes and previous experiences. In addition to these characteristics, the patient’s expectations about nursing care are also influenced by the information obtained from relatives, friends, written and verbal media.

However, the patient’s expectations may change depending mostly on their experience in healthcare. This is because individuals who were previously hospitalized interact with healthcare providers in the meantime. The information they gain as a result of this interaction determines their expectations.

These expectations affect whether they are satisfied with the care they receive during their subsequent hospitalization or not. Individuals who have not been hospitalized before, on the other hand, may have limited expectations since they have not interacted in such a way.

Interest in the quality of care has grown steadily in recent years. The majority of health establishments place it at the heart of their priorities, in particular with the creation of care networks where patients are actors in their care.

There are many reasons for this: the constant and rapid evolution of medicine thanks to scientific progress, more and more claims concerning accessibility as well as the quality of care and new technologies, while requiring guarantees of safety.

All these reasons lead to the feeling of satisfaction expressed by the patient being taken into account. They gain all the more weight, in the context of the greater degree of information that people have about diseases and the possibilities for treatment or prevention available.

According to the providers of hospital consultancy in India, measuring patient satisfaction is a general concern of all healthcare establishments today. It is a source of information for improving the quality of care.

Several aspects of dissatisfaction can be noted concerning the identification of health personnel, communication, noise level and catering. These aspects can be significantly improved if corrective action is taken.

The diversity of people hospitalized and their journey generates expectations that are difficult to express. The notion of satisfaction therefore remains subjective and relative, and this problem can be solved with the help of top hospital consulting firms in India.

Uncommon in our context, it is increasingly being evaluated in Western countries with common and validated tools. Satisfaction surveys are therefore an important aspect that our hospitals must include for a quality approach.

Why The Focus Of A Medical Center Should Always Be On The Patients?

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Whichever industry you are in, the first way to compete is to differentiate yourself from your competitors. The situation in the health sector is not different.

Moreover, in the health sector, patients want to see you different from other hospitals, as well as position themselves differently to feel different than other patients. This happens only with their satisfaction.

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Hospitals that aim to be the hospital that know their patients best and meet their expectations best have high service quality and customer satisfaction, which are the biggest weapons of the companies in the competition race.

There is a sense of loyalty in satisfied patients and they encourage their relatives as they come to your hospital. Therefore, there is a visible increase in the number of patients in a short time.

The success and sustainability of the service offered by healthcare institutions depends largely on the ability of patients to meet their requests and expectations.

In order for the healthcare institution to meet patient expectations, patients’ satisfaction with the service provided should be investigated. It is important in terms of patient satisfaction that the health institution knows its patients, establishes better relations with them, determines their demands and expectations.

If we get to know our patients’ demographic characteristics, lifestyles, needs, income levels, service-receiving habits, and the reference groups they use more closely, we can provide them with better service than other hospitals.

By measuring patient satisfaction; It is necessary to learn the satisfaction status, expectations, suggestions and feedback of patients benefiting from healthcare services, to ensure continuous improvement of quality throughout the entire service process, and to investigate the effects of socio-demographic and treatment process variables on patient satisfaction.

It also provides managers with important information about patient satisfaction, the structure, process and outcome of healthcare services.

According to satisfaction studies, the expectations of the patients from the hospital are roughly:

  • Correct diagnosis, diagnostic procedures
  • Correct treatment
  • Knowledgeable, qualified and skilled health professionals
  • Respect, attentive service
  • Friendly service
  • Timely service
  • Clean environment
  • Reasonable price

Patients’ expectations from nurses

  • Be friendly and caring
  • Being knowledgeable, qualified and resourceful
  • Timely and open communication
  • Clean environment
  • A quiet environment
  • Fluid patient care processes

Determining patient profiles and expectations is actually a kind of market research application. In market research, heterogeneous market with different behaviours according to patient profiles should be divided into homogeneous market segments having similar characteristics, this could be done with the help of hospital consultancy in India.

With this method, also known as market segmentation, the market must be divided according to criteria such as demographic, socio-economic, psychological, geographic and buyer behaviour, and information about the target customers and expectations in the most appropriate market segments must be obtained.

As a result, determining the patient profile and expectations plays an important role in the management of the health service provided to the patient.

In patients’ perception of quality service; Matters such as waiting times of patients, courtesy and consistency of employees, accessibility to service, delivery of the service provided at once and correctly, and timely and complete delivery of the service are important. And this is why, we suggest you to contact hospital consultants in Delhi NCR so that you can serve your customers in the best way.

What Can Be Done To Increase Hospital-Based Fidelity?

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The way to ensure the patient’s loyalty to the institution is through the patient’s heart. Just like the bond of trust between the patient and the doctor, a bond should be established.

In this sense, in order for the call centre to establish this communication and to carry out projects, information flow should be ensured from each department, and everyone from the lowest official to the top manager should contribute to this data.

What Can Be Done to Increase Hospital-Based Fidelity?

For example, every patient who enters hospital for any type of treatment should be called after the completion of his/her treatment to know about the satisfaction level.

His complaint, if any, should be listened to, and information should be given again when the issue is resolved. These patients should not be called only once, but should be examined periodically, at least once a month, for new applications. You can apply such measures in your hospital after making a consultation with hospital consultancy firms in India.

Or, if the patient has given birth in your hospital, they should be under close follow-up of the paediatric unit. For example, you can check whether a baby had the tuberculosis vaccine or not, and you can pass the feeling of interest and trust.

For example, if a patient/patient’s relative who regularly comes to the internal medicine department has not come to any other department, this person can be offered to have look on other departments of the hospital as well.

Of course, this requires a strong transcript supported by medical data. For example, it may be reminded that a diabetic patient should have an eye examination periodically and the reasons for this can be cited.

Thanks to effective management, you know your patients and their families, and thanks to proactive marketing, you can increase the variety of services they benefit from and keep patient loyalty at high levels.

Word of mouth is the most effective form of advertising in the world. An unsatisfied patient who is not followed up and is not attended to should reach you without telling others about his complaint so that you can keep the broken arm in the sleeve.

Otherwise, it is possible for the institution to lose both current and potential patients. However, thanks to the feedback, suggestions and complaints from patients, business processes can be improved and effective patient relationship management is provided.

In this way, a difference is made in the eyes of the patient. For example, by developing a complaint suggestion system, gathering all future suggestions and complaints in a single centre and analysing the results, eliminating possible problems and improving processes will make a difference in the eyes of the patient.

Marketing campaigns can be prepared with an effective call centre application. However, the patient list on which these campaigns will be implemented must be carefully prepared.

There should be many screening criteria according to the advice of hospital consultants in Delhi NCR. For example, if you are going to send a congratulatory message on mother’s day, the person you send should not have lost their child in your hospital during pregnancy.

Otherwise, you may face an inappropriate situation and cause the patient to be upset and dissatisfied while the patient wants to maintain loyalty.

Patient Loyalty And The Importance Of Brand Power In The Health Sector

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One of the factorsthat increases patient loyalty is the prestige that the power of the brand gives you. Some patients choose and stay hospital simply believing in the power and prestige of the brand. One of the most important duties of such hospitals is not to damage this strong perception.

The prestigious hospital does not necessarily have to have brand power. But a hospital with brand power must be prestigious and fulfil the strength of the brand.

Your brand power builds over time, with your advertising work, your high service quality and your dignity in your business. Because branding means transforming into an institutionalized state of quality and nobility. Nobility, on the other hand, depends on having a well-worked corporate culture.

Institutional culture is realized by the understanding and acceptance of the logic of “This is how things work here” by all business partners that make up the institution.

The impact of corporate culture on the perception of prestige and therefore on the brand power you are trying to create is very high.

In hospitals with a strong corporate culture, all doctors and business partners adhere to established behavioural criteria that indicate how they should behave and give a more integrated image. Generally, strong and effective management is done by contacting healthcare consulting firms in India, and this is the reason why we would like to suggest the same thing for you, to contact an expert.

On the other hand, in hospitals with a weak corporate culture, everybody plays differently because no one is sure about what to do and how to do it.

In such hospitals, some doctors and nurses take the initiative and some criticize them constantly. As a result, a chaotic situation emerges, and the patient’s trust in the hospital is damaged.

Knowing your customers closely, following them and doing a deepened data study, establishing a strong call team with a good CRM support will benefit you in terms of customer relations in every sector.

Because in customer relations management, satisfied customers are reflected in the whole process and provide loyal customers. This naturally brings profitability.

Patient satisfaction is a component of assessing quality of care. The measurement of patient satisfaction is part of a global context of the rise in the role of the user in the organization of the health system and the growing role of quality approaches.

The service provided to the customer and therefore its appreciation hold a central place. Today, patients are active partners in the care offered to them and their satisfaction is considered as an indicator of the quality of care.

The collection of their point of view is necessary to assess the quality of a healthcare system as well as the technical considerations that healthcare professionals may deliver.

The quality of this new relationship between the patient and his doctor and the satisfaction expressed by the patient must be evaluated in order to bring about continuous improvement, and this can be done with the help of hospital management consultancy services.

Keep in mind that some patients are more familiar with the digital world than we think. Another recommendation is to reduce waiting times. It is also advisable to create a harmonious work environment. This influences the quality of care received and patient satisfaction with our services.

Tips To Improve The Potency Of Health Workers

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As, in most hospitals, the cost of labor is the largest component of operating expenses, the institutions will focus on promoting productivity as a way to reduce this burden.

Fundamental for having an immediate impact on the provision of health services, and even of the population, the performance of the workforce is good to the extent that the institution manages to provide sufficient resources for it to have a good capacity for a fair and efficient response.

Here are some practical tips for the manager of a hospital as suggested by best hospital consultants in India to have an indication of how to increase the productivity of his work team.

1 – Mapping functions and characteristics of the team of professionals

For years, theories supported that the weak performance of the health worker was caused mainly by the lack of knowledge and skills. In recent years, that perception has changed.

To understand why health workers perform differently, it is useful to consider the factors that influence their work as characteristics of the population served, the health system and the environment that surrounds it.

2 – Invest in an IT system capable of supporting the operation as a whole.

Improvements in workforce performance and productivity usually result from a series of interconnected interventions, not from uncoordinated actions or from a single action.

Therefore, hospital consulting companies in India recommend to have an IT system capable of interconnecting all areas of the hospital when seeking increased productivity in a health institution.

A BI (Business Intelligence) system, for example, can eliminate manual processes by reducing the execution time of tasks, standardize operational processes and improve information flow.

An integrated system can avoid the problem of lack of interoperability between various systems operating in public health units.

3 – Involve all teams in the process

Although it is implicit, the lack of collaboration between teams is one of the biggest obstacles to productivity in a public health institution.

In addition to investing in an IT system, the manager needs to stimulate better individual performance and the health workforce as a whole. By creating a process of interdependence between the teams, the fulfillment of the activities is conditioned to the data entry.

In other words, everyone becomes responsible and part of a pre-established and organized cycle, and thus understand the value of the tasks to carry out the total operation.

4 – Create team performance indicators

Apparently it can be difficult to measure and monitor the performance of a team of a public health institution. However, an IT system can translate that process into data, making interpretation easier.

In addition to HR and recruitment indicators, it is necessary to establish new indicators to better capture the performance of the workforce.

5 – Support standards and codes of conduct

It is very common for the productivity of companies to be linked to the misunderstanding of information, excessive expenses and lack of visualization of costs.

However, the performance of health workers in terms of skills and responsiveness is also influenced by their sense of professional identity, vocation and work ethic. Creating values, standards and aspirations are other ways to support and inform productivity. If you are facing any type of problem in your hospital or medical center, the best step for you is to take help of healthcare management consulting in India as it can provide you with various solutions to deal with the prevailing problems.

Promote Efficiency In A Hospital With Management Consultants

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Management in health care involves the management of labor, financial and material resources of the medical organization. At the same time, the most obvious and seemingly understandable personnel management is associated with a huge number of problems and contradictions.

And the most acute problem is the lack of medical personnel, both doctors and nurses. The most effective solution to the problem of personnel shortage in a medical organization may be to create conditions that motivate personnel to work in it.

Medical organizations, due to the lack of practical experience, theoretical knowledge, do not use advertising and marketing in their activities. Although the principles of marketing in healthcare and advertising of healthcare services and goods are widely used all over the world.

A shortage of health workers is often a major obstacle to strengthening health systems, but efficiency can also be undermined by ineffective recruitment, inadequate training, and poor oversight.

A holistic approach to hospital transformation, based on the central role of doctors and health care processes, can help hospitals and the health system as a whole provide health care that is more financially sustainable, patient-centered, and understandable to doctors.

As suggested by top hospital consultants in India, to stabilize the finances of the hospital, it is necessary to use some initiatives, such as the implementation of efficient Hospital Management that guarantees intelligent accounting and profits.

There are no defined rules that ensure the success of hospital management, but there are factors that must be especially taken care of to increase the chances of creating a successful organization.

The leader is an indispensable role of any institution, he is the person who at the individual level will most mark the organization.

You will be in charge of defining the strategic lines, but you must also know how to motivate those around you, choose your team properly and resolve conflicts in a professional manner. A good leader greatly increases the chances of success of hospital management.

Setting strategic objectives and developing plans with concrete actions that allow reaching them is one of the basic functions of management. The objectives and actions must be periodically reviewed and modified, if applicable. An organization should never be afraid of change.

Patient-centered care is about meeting the needs of patients and the market, although to get to that point, we must first know what those needs are. Communication channels must be opened to collect the opinions of patients and allow them to assess their experience.

Along with this, knowing how to choose the right staff, motivate them, make them participate in the mission and vision of the institution, get their maximum potential and their best performance are some of the great challenges of hospital management.

Hospital management involves continually optimizing what already exists and incorporating changes that lead to higher levels of quality.

We recommend you to contact hospital consultants in Delhi NCR as they will make this procedure simple for you, by giving the advice and suggestions that will benefit your hospital.

Patient Satisfaction: An Important Element Of Your Healthcare Center

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In the health sector, different methodological approaches (both quantitative and qualitative) are used to identify the aspects of health care that are most important to patients.

Nowadays, the application of the concept of quality to health services is gaining more and more importance.

However, implementing a system for its management is not an easy task and requires a cultural change in the organization that involves all the actors of the institution in order to satisfy the needs and preferences of patients.

The large population of our country requires health services to be at a level that can meet the needs. Those concerned in the health sector must fully fulfill their responsibilities.

In every sector, quality is the most basic condition for customer satisfaction. Considering the place of quality in the health sector, we can say that it represents a more important and more imperative characteristic than other sectors.

Because the sector, which refers to the area where human life is in question, has been considered by our civilization to be even more important than the existence of the state.

It is revealed that one of the basic building blocks of satisfaction in hospitals and healthcare sector is hygiene. The hygienic and modern structure of the hospitals is a fundamental factor that makes the patients feel safe.

What the Hospital Administration Should Do?

Thefirst step of satisfaction is the adoption of valuing people, especiallyby those who serve in the health sector, and making it a corporate culture. However, there are different factors that need to be done in order to ensure the quality of the service provided to people.

For example, all medical devices that need to be used in the diagnosis and treatment of diseases must be found and used in hospitals. The hospital staff mustfollow the technological inventory developing in the health sector and have a flexibility that can focus on innovations.

In this regard, it is necessary to establish a unit within the hospital and to find solutions to people’s problems with R&D activities.

The relationship with patients and their families, locating and reducing errors, working as a team, involving everyone, feeling part of an organization that needs us and that is moving towards the new changes that the system and the world need, are the essence of the culture of quality, and this is why, we suggest you to turn to top healthcare consulting firms in India.

In addition, a business partnership with a good supplier or manufacturer is an important step to reduce the workload of the hospital management in the provision of healthy, high-quality medical devices that are beneficial to people.

The hygiene of the hospital, the positive communication of the staff with the patient, the doctors conveying enough information to the patients, although it is determined as satisfactory points, the hospital’s continuous renewal and adaptation to the developing health opportunities, and the competition due to the increasing service supply in the sector is needed.

The hospital administration should follow a human-oriented strategy in this regard and continue its development and change with an innovative perspective, and this can be done with the help of hospital management consulting company.

Keys To Excellent Hospital Administration

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Hospital administration and, in general, the administration of health centers, requires qualified and trained professionals in the management, administration and management of hospitals and clinics.

To be successful, the management of health units must be in charge of people with vocation, leadership, organization and planning capacity. In the same way, you must prioritize quality and optimal care aimed at meeting all kinds of needs.

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In short, the hospital center must bear in mind that its most important objective is patient care. To achieve this, the role of hospital management is a priority.

In this article, we will tell you what are the 4 keys to direct health centers that seek excellence. The purpose: to offer patients and families the best possible care precisely when they need it most.

1) Vocation: the key is in the beginning

Regardless of whether the health center is public or private, the vocation of service and attention to others in health matters must be the starting point for quality and excellence.

The vocation, which can be both passion and commitment, is a value that the director must transmit to healthcare personnel, administrative personnel and, in general, to any team involved in the usual work of a hospital center.

2) The priority is the patient

The hospital administration recognizes four areas or fields of action in its usual work: medical care, administration, maintenance and services.

In all cases, the hospital manager’s priority is that these four areas are coordinated based on a priority axis: attention to the needs of the patient.

From the perspective of users and professionals of the sector, it is a priority that the areas of services and administration acquire the culture of patient care.

For this, the selection, training and encouragement of personnel in these areas is essential, this can be done with the help of top hospital consulting firms in India.

3) Knowledge of administrative processes

Hospital administration is the organization and integration of available resources in planning with specific objectives.

Coordinating and managing administrative processes in the field of health services requires a series of knowledge that goes through administration and management, but also through the health sector, the organization and hospital and clinical processes.

In this way, the director of hospital centers must have a professional profile capable of carrying out medium and long-term projects, with the intention of improving processes and breaking paradigms.

In the same way, the administrator of hospitals and clinics must have negotiating capacity, take care of resources and seek the growth and development of the organization he directs.

4) Strategic planning and projection of the institution

Whether he is part of the public sector or the private sector, the director of health centers is responsible for planning a medium and long-term strategy that allows increasing the prestige and projection of the institution he directs.

To achieve this, it is necessary to have knowledge in the areas of administration, but also in marketing, corporate organization and business. While it is true that the quality of the health service and the treatment of patients are factors of undeniable prestige, it is also true that the prosperity and growth of a health institution depends on its ability to maintain achievements, improve them and make them known. And for this, we suggest you to consult hospital management consultancy services.

Is Your Patient Loyal To Your Hospital?

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Service alternatives are increasing in the health sector. Therefore, hospitals must find ways to create loyal patients. One of the best ways to create loyal patients is building good relationships with patients.

Almost all of the health institutions do not work with the infrastructure to create loyal patients. In fact, databases should be created to record the names and addresses, personal tastes, habits and hobbies of their patients.

Since the image of the organization will be perceived in all kinds of relations in situations encountered with patients (invoicing, advertisements, telephone calls, meetings, visits, technical support, complaints, etc.), the smallest disruption in these relations will damage the corporate image and cause a negative effect on loyalty.

Since corporate communication represent every behavior towards the patient, these personnel should be knowledgeable, competent, decision-making, able to develop relationships, and highly influential people. And it is one of the biggest handicaps of hospitals.

Providing total solutions to patients by making visits outside of personal relationships, telling them about innovations, inviting them to see the innovations, organizing promotional days are among the factors that will increase patient loyalty.

As patients who are loyal to the hospital increase the profitability of the organization more, it is necessary to provide them with more value and to retain them.

However, not making visits, not providing personal solutions, or even not being seen by the media and press of health institutions can end patient loyalty.

It is seen that the patients of the healthcare institutions, which are prominent in the health sector, with strong promotion, are more loyal.

In the health sector, the increasing competition conditions, the rapid increase in the number of competitors entering the market and the patients who have the opportunity to choose more consciously than in the past show that the performance of health institutions to date will not be enough to guarantee their future success.

Now, what is important for healthcare organizations is to make their patients loyal by developing their abilities that will differentiate them from competitors.

The organizations that are the best in this field of activity, developing joint solutions with patients inside and outside the hospital, meeting their expectations, providing service, strengthening their relations with them, need to take an important step towards increasing profitability and market share by ensuring patient loyalty.

And all this can be done with the help of hospital consultancy services. Managing and advancing the hospital as well as opening a hospital requires serious knowledge and management experience. Each process should be designed according to the institutional structure and the person should be operated independently.

Even if the people change, the processes should continue to function. Establishing the right process is instrumental in getting the right reports and making the right decisions.

The greatest challenge in terms of optimized personnel deployment is the balance between economic efficiency and quality of services, which can only be ensured with sufficient staff.

Top healthcare consulting firms in India will support you in this important challenge by carrying out a personnel requirement analysis, in which they combine various methods such as the key figure, workplace and working time method with a revenue-oriented approach, depending on the issue.

Factors Influencing Patients’ Satisfaction In A Hospital

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The hospital produces medical care and services for the benefit of the patient and the latter, like any other client, must assess the quality of the care he has received and declare himself satisfied with it or change his doctor or establishment (if possibilities allow it).

Like any company that provides services, the hospital is part of a process of improving the quality of services provided to patients. Healthcare establishments must identify the quality requirements and needs of the population, as low-quality services can result in inestimable costs.

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Indeed, hospital logistics is part of the dynamic of the search for overall performance where activities are organized and structured with the aim of patient satisfaction in terms of quality, quantity, time, safety and at the lowest cost.

The challenges of health facilities are multiple: lack of quality infrastructure, low-level medical technology, lack of coverage, among others.

However, the solution to all these problems aims at a single objective: the satisfaction of the patients and the correct attention that each one of them deserves. Hospital management consultancy in India can help you in dealing with such type of issues easily.

The excellence of a health institution necessarily goes through one of the most important resources of any organization: the human factor. Getting a health care institution to position itself as a quality benchmark requires a manager with leadership skills, who solves conflicts and reduces work stress.

In the same way, the staff of a health institution will be more efficient when the treatment they receive is warmer, more respectful and friendly. Their motivation and recognition of their performance are factors that pay off and affect the quality of their work.

What factors are valued by the patient when choosing a medical center?

The perception you have of the sanitary facilities, their hygiene conditions, the degree of comfort that they generate, the possibilities of choice, the availability of advances in diagnosis and treatment will also guide your decision and will be a parameter of your satisfaction.

All this without forgetting the link that the patient will establish with the center beyond their consultation or discharge from hospital in the continuity of their care.

In addition to this, quality management has as a necessary component to ensure patient safety by taking care of the quality of the facilities, processes and therapies.

Satisfaction in health care entails, in short, meeting the expectations of excellence of a patient when what is in the hands of the professional and the center is their most precious asset, health.

One of the pressing issues of modern health care is to increase patient satisfaction with the received medical care during the rehabilitation process, including the assessment of both the organization of the process and the result of treatment.

Communication is not only an important component of therapeutic interaction, but also a factor that has a direct impact on the patient’s satisfaction with rehabilitation.

A personalized approach and well-functioning communication of staff with the patient have a pronounced positive effect on his satisfaction with medical care during the rehabilitation process.

To make your hospital management system more efficient and satisfying for your patients, it is suggested to turn to hospital consultancy services.