Hospital

People Processing

 High contact service

 Service Encounter
o Getting admitted in hospitals
o Getting operated

 Moments of Truth
o Doctor diagnosing
o Test being done on patient
o Medicines being given to patient

 Critical Incidents
o Operations and tests

 Search Attributes
o Machines for tests
o Beds and overall infrastructure of hospital
o Equipments used

 Experience Attitude
o Hospital atmosphere
o Staff and doctors attitude
o The actual treatment experience

 Credence Attributes
o Test results
o Operation result
Communication mix for Hospital

 Website
o All the detail about the hospital
o Services offered
o List of doctors
o Packages

 JV with Insurance Companies

o Get on panel with Insurance companies
o Build credibility in business sectors

 Have health related seminars and conferences

 Infomercial can be done on television

 Have state of the art equipments and facilities and published this facts in Health related
magazines and journals

 WOM should be use

Improvising Service Quality and Productivity

 Learn what customer wants

o Which services
o Suggestions
o Complaints

 Standards
o Maintain strict operating standards
o Work on the suggestions and complaints
o Comply with international standards and procedures

 Delivery
o All the services
o Customer Satisfaction
o Quality Association

 Internal Communication
o High class communication plans
o Doctor with staff
o Strict following of quality standards
o Proper training of all the staff in order to maintain that level
o Weekly meeting to discuss suggestion and improving tactics

 Perception
o Infomercial
o WOM
o Seminars and training
o Educational institution along with the hospital
o Highly renowned doctors and surgeons association

 Interpretation
o Views of people
o Number of complaints and suggestion
o Rating by different health magazines
Hospital Blue Print

 Patient enters hospital for hernia operation