Professional Documents
Culture Documents
Patient Satisfaction: Divisi Uroginekologi Departemen Obstetri Dan Ginekologi Fkui-Rscm
Patient Satisfaction: Divisi Uroginekologi Departemen Obstetri Dan Ginekologi Fkui-Rscm
Divisi Uroginekologi
Departemen Obstetri dan Ginekologi
FKUI-RSCM
Objectives
In some cases she can find that out with the click of a
mouse. A savvy Internet user, the new consumer also
expects health care to adopt the same functionalities
as other industries that allow her to buy movie tickets,
book a hotel room and pay a bill online.
If she doesn’t like what she sees, she is more likely
now than in the past to shop around with her health
care dollars.
The New Healthcare Consumer:The
Horizontal – Patient
Vertical – Customer
Patient Satisfaction Surveys
Survey Questions
1 =Completely Disagree
2 = Disagree
3 = Neutral
4 = Agree
5 = Completely Agree
The Likert Scale: Example
Customer
Commitment
Expectations
Continuity
Patient Satisfaction Tools &
Techniques
Sit Down and Listen
Sit Down and Listen