Materi 13 - Measuring Detail
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Manajemen Mutu RS Lecture # 13 by: Hafizurrachman Fakultas Kesehatan Masyarakat Universitas Indonesia 2008
1
Customer Satisfaction
2
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 3
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 4
What ?
Customer Satisfaction is the customer's perception that a provider has completely satisfied their expectations
5
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 6
Why ? Competitiveness and profitability are maximised in the long run by doing best what matters most to your customers. The average business loses 10% - 30% customers each year, often without knowing:
• • • •
Which customers they have lost When they were lost Why there were lost How much sales and profit customer decay has cost them
7
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 8
12 Principles About Customers
Customers don't talk to "the company." They talk to individuals Great service starts with a good attitude. Your attitude is your business There's only one judge of great service: the customer. They think of themselves as people who need your help. Enjoy helping people - you'll do a better job
9
There's no "right way" to talk to customers. Don't just talk to customers - talk to each other in your company It's not enough to take care of customers. You have to care about them Don't just solve problems - create opportunities 10
Don't just listen - learn. Small complaints can generate big improvements Learn to anticipate problems. Every customer call is a judgment call. The deeper your knowledge, the better your judgment Don't be afraid to ask questions. Your questions to them will improve your answers because you'll know what they're thinking
11
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 12
Important Statistics
Only 4% of all customers with problems actually bother to complain The average person with a problem eventually tells 9 other people but satisfied customers tell 5 other people about their good treatment The cost of acquiring a new customer is 5 to 7 times greater than retaining current ones The cost of hiring and training a new employee is up to 10 times more than retaining current ones 13
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 14
What to Do with it ?
Understand how customers perceive your organisation and whether your performance meets their expectations Identify improvement prioritiesareas where improvements in performance will produce the greatest gain in customer satisfaction Set goals for service improvement and monitor progress against a customer satisfaction index Benchmark your performance against other organisations Increase profits through improved customer loyalty and retention
15
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 16
Assessing Patient Satisfaction
Quantitative
• Telephone • Written surveys
Qualitative
• Focus group
17
Another methods
Suggestion box Ghost shopping Lost customer analysis
18
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 19
Attributes of Good Hospital
Good patient care Responsiveness Good doctors Good reputation Up to date equipment Cleanliness Adequate food Limited noise Prompt and acurate billing
20
Physician attributes
Effective communication skills Up to date clinical skills Adequate time spent with the patients Limited waiting time Competent office staff
21
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 22
How to Implement it ?
Identify our customer’s rank Customer expectations VS professional standard Convert it into plan of action
23
Thank You For your kind attention
24
1
Customer Satisfaction
2
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 3
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 4
What ?
Customer Satisfaction is the customer's perception that a provider has completely satisfied their expectations
5
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 6
Why ? Competitiveness and profitability are maximised in the long run by doing best what matters most to your customers. The average business loses 10% - 30% customers each year, often without knowing:
• • • •
Which customers they have lost When they were lost Why there were lost How much sales and profit customer decay has cost them
7
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 8
12 Principles About Customers
Customers don't talk to "the company." They talk to individuals Great service starts with a good attitude. Your attitude is your business There's only one judge of great service: the customer. They think of themselves as people who need your help. Enjoy helping people - you'll do a better job
9
There's no "right way" to talk to customers. Don't just talk to customers - talk to each other in your company It's not enough to take care of customers. You have to care about them Don't just solve problems - create opportunities 10
Don't just listen - learn. Small complaints can generate big improvements Learn to anticipate problems. Every customer call is a judgment call. The deeper your knowledge, the better your judgment Don't be afraid to ask questions. Your questions to them will improve your answers because you'll know what they're thinking
11
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 12
Important Statistics
Only 4% of all customers with problems actually bother to complain The average person with a problem eventually tells 9 other people but satisfied customers tell 5 other people about their good treatment The cost of acquiring a new customer is 5 to 7 times greater than retaining current ones The cost of hiring and training a new employee is up to 10 times more than retaining current ones 13
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 14
What to Do with it ?
Understand how customers perceive your organisation and whether your performance meets their expectations Identify improvement prioritiesareas where improvements in performance will produce the greatest gain in customer satisfaction Set goals for service improvement and monitor progress against a customer satisfaction index Benchmark your performance against other organisations Increase profits through improved customer loyalty and retention
15
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 16
Assessing Patient Satisfaction
Quantitative
• Telephone • Written surveys
Qualitative
• Focus group
17
Another methods
Suggestion box Ghost shopping Lost customer analysis
18
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 19
Attributes of Good Hospital
Good patient care Responsiveness Good doctors Good reputation Up to date equipment Cleanliness Adequate food Limited noise Prompt and acurate billing
20
Physician attributes
Effective communication skills Up to date clinical skills Adequate time spent with the patients Limited waiting time Competent office staff
21
Contents
What ? Why ? 12 Principles About Customers Important Statistics What to Do With It ? Assessing Patient Satisfaction Hospital & Physician Attributes How to Implement It ? 22
How to Implement it ?
Identify our customer’s rank Customer expectations VS professional standard Convert it into plan of action
23
Thank You For your kind attention
24
