Effective hospital management practice for meeting customers' needs and expectations
When a person is sick and decides to seek treatment from a hospital, few questions run in his mind which we call them 'the customers' needs and expectations'. He will be thinking whether the treatment he needs is readily available in the hospital. Are the people there friendly? Will...
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| Format: | Proceeding Paper |
| Language: | English |
| Published: |
2002
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/17080/1/Effective_Hospital_Management_Practice_for_Meeting_Customers%27s_Needs_and_Expectations.pdf |
| _version_ | 1825645690152288256 |
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| author | Wan Su, Kamaruzaman |
| author_facet | Wan Su, Kamaruzaman |
| author_sort | Wan Su, Kamaruzaman |
| collection | IIUM |
| description | When a person is sick and decides to seek treatment from a hospital, few questions run in his mind
which we call them 'the customers' needs and expectations'. He will be thinking whether the
treatment he needs is readily available in the hospital. Are the people there friendly? Will he be safe
and not lost in the compound of the hospital? How long he will wait to see the doctor and to take
medications? How much is the hospital fees? Will his sickness improve with treatment? His
perception of the hospital services sometime differs from what we understand. We produce a list of
what we promise to do in the form of a patient's charter, but sometimes this is not what the patient
needs or expects. The gap between the services the hospital can offer and the needs and expectations
of the patient will determine the level of satisfaction. Patient will be satisfied if he gets all that he
needs. He will be more satisfied if the hospitality rendered to him is beyond his expectation. Hence
hospital managers have to know the customers' needs and expectations before they can plan effective
hospital management practice to meet these needs and expectations. |
| first_indexed | 2024-03-05T22:51:29Z |
| format | Proceeding Paper |
| id | oai:generic.eprints.org:17080 |
| institution | International Islamic University Malaysia |
| language | English |
| last_indexed | 2024-03-05T22:51:29Z |
| publishDate | 2002 |
| record_format | dspace |
| spelling | oai:generic.eprints.org:170802013-09-13T07:49:55Z http://irep.iium.edu.my/17080/ Effective hospital management practice for meeting customers' needs and expectations Wan Su, Kamaruzaman RA0421 Public health. Hygiene. Preventive Medicine RT Nursing When a person is sick and decides to seek treatment from a hospital, few questions run in his mind which we call them 'the customers' needs and expectations'. He will be thinking whether the treatment he needs is readily available in the hospital. Are the people there friendly? Will he be safe and not lost in the compound of the hospital? How long he will wait to see the doctor and to take medications? How much is the hospital fees? Will his sickness improve with treatment? His perception of the hospital services sometime differs from what we understand. We produce a list of what we promise to do in the form of a patient's charter, but sometimes this is not what the patient needs or expects. The gap between the services the hospital can offer and the needs and expectations of the patient will determine the level of satisfaction. Patient will be satisfied if he gets all that he needs. He will be more satisfied if the hospitality rendered to him is beyond his expectation. Hence hospital managers have to know the customers' needs and expectations before they can plan effective hospital management practice to meet these needs and expectations. 2002-06 Proceeding Paper NonPeerReviewed application/pdf en http://irep.iium.edu.my/17080/1/Effective_Hospital_Management_Practice_for_Meeting_Customers%27s_Needs_and_Expectations.pdf Wan Su, Kamaruzaman (2002) Effective hospital management practice for meeting customers' needs and expectations. In: Malaysia Health Care , 25th-26th June 2002, Kuala lumpur . (Unpublished) |
| spellingShingle | RA0421 Public health. Hygiene. Preventive Medicine RT Nursing Wan Su, Kamaruzaman Effective hospital management practice for meeting customers' needs and expectations |
| title | Effective hospital management practice for meeting customers' needs and expectations |
| title_full | Effective hospital management practice for meeting customers' needs and expectations |
| title_fullStr | Effective hospital management practice for meeting customers' needs and expectations |
| title_full_unstemmed | Effective hospital management practice for meeting customers' needs and expectations |
| title_short | Effective hospital management practice for meeting customers' needs and expectations |
| title_sort | effective hospital management practice for meeting customers needs and expectations |
| topic | RA0421 Public health. Hygiene. Preventive Medicine RT Nursing |
| url | http://irep.iium.edu.my/17080/1/Effective_Hospital_Management_Practice_for_Meeting_Customers%27s_Needs_and_Expectations.pdf |
| work_keys_str_mv | AT wansukamaruzaman effectivehospitalmanagementpracticeformeetingcustomersneedsandexpectations |