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.
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.
