Emergency Department Patient Satisfaction: Customer Service Training Improves Patient Satisfaction and Ratings of Physician and Nurse Skill

Client Perception on Quality Improvement in Health Care Services and Patient Satisfaction

“…Furthermore, some other studies indicated that more personal care in the hospitals will even result in better communication as well as more patient involvement, and then better quality of care [6]. Moreover, improving nurses skills in this study also was emphasized by clients, which is in line with the other study that showed that training and nurse skill can improves patient satisfaction [1,7]. It is important to note that hospitals equipments and new technology were less emphasized by participants in this study.…”

“…In recent years, attempting to improve patient satisfaction by proper healthcare services have become a popular way for customer service initiatives [1]. In addition, failure to provide patient expectations may lead to their dissatisfaction as well as their poor compliance [2,3].…”

Predicting Patient Advocacy Engagement: A Multiple Regression Analysis Using Data From Health Professionals in Acute-Care Hospitals

“…The organization of medical care has changed markedly in the United States as many physicians have become employees of hospitals and as hospitals have increasingly been subject to evaluation of their care by national authorities and by ranking agencies (Committee on Quality of Health Care in America, 2001). In this environment, physicians may increasingly view themselves as part of a health care team rather than solo practitioners-and increasingly invite feedback from nurses and social workers (Mayer, Cates, Mastorovich, & Royalty, 1998). Regardless of profession, the finding that younger professionals are more likely than their older colleagues to engage in patient advocacy may suggest the need for advocacy training across age groups with a style of teaching that invites younger professionals to share their views with more experienced colleagues.…”

Persepsi Perawat tentang Customer Service yang Diaplikasikan oleh Perawat di Rumah Sakit Swasta

“…Oleh karena itu, pengetahuan dan keterampilan customer service perlu diberikan bagi perawat dalam upaya untuk mengaplikasikan customer service dalam pelayanan keperawatan. Sebuah studi yang dilakukan oleh Mayer et al (1998) tentang pelatihan customer service yang berfokus pada aspek klinis di ruang emergensi menunjukkan bahwa terjadi peningkatan keterampilan perawat dalam penerapan customer service dan juga terjadi peningkatan kepuasan pasien. Oleh karena itu, penelitian ini bertujuan untuk menggali persepsi perawat tentang aplikasi customer service oleh perawat di sebuah rumah sakit swasta di Indonesia.…”