The experience of the customers determines whether they are satisfied or not. There are basic needs of customers in the healthcare system such as feeling that they are in control and that their actions are directed towards their actions. The activities being conducted at the health centres should thus be directed towards achieving improved health care. The patients feel that they should be treated fairly and appropriately such as no discrimination due to their gender or background and it is necessary for healthcare since it promotes fast recuperation (Astuti, 2014). The customers feel that the supplies they get should be friendly as it promotes trust and confidence, for example, during the regular check-ups, where the healthcare providers may be required to some parts of the patient, it is necessary to explain to them the reason behind it since it will help do away with any misunderstandings. The customers are after feeling safe and secure which can be done by the doctors and nurses explaining the reason behind every step of assessment. The health professionals should be aware of these basic needs of the patients since they determine the psychodynamics of behavior and whether the customer will be satisfied or not.
There are some factors which hinder delivery of effective customer service. Poor quality products cause the customers to complain and they lose trust in the organizations. The quality of products may be as a result of different pharmaceuticals working to get profits instead of producing high-quality drugs which will promote the health of the population. Flawed systems hinder customer service in that some of the essential requirements are lacking, such as shortage of nurses and medical supplies due to unplanned medical activities. The government and the management should plan on effective leadership and policies which ensure the smooth running of the healthcare system. Inadequate equipment and supplies hinder effective customer service since some of the patients may be required to incur more cost as look for the places they can get the medical services they require. Lack of satisfaction among the health professionals and they work ineffectively (Mosadeghrad, 2014). Despite the roadblocks to customer service, there are various approaches which can be used to ensure that the customers in the healthcare system are satisfied.
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Discussion
Benefits of Employees satisfaction
Patient satisfaction is essential since it reduces cases of readmission as they recuperate fast and it promotes smooth running in a medical centre. It is also a way of getting the loyalty of the community members where the health centre is established and they become loyal customers since they are assured of best services. There are different ways which can be used to boost patient satisfaction.
Ways of Improving Customer Satisfaction in Healthcare
Promoting effective communication with the patient, families and medical professionals involved in that case. Through effective communication, the patient will be able to express their health problems to the medical providers and they will ask any relevant questions that may promote effective healing. The doctor should create an accommodating environment so that the patient can be able to communicate without fear. They should also use the language which the patient is most comfortable with to ensure the effective passing of the message (Naidu, 2009).
The medical providers should have an understanding of the basic needs of the patients, which they can understand through the complaints and concerns made. The nurses and doctors should express empathy when dealing with patients since it will show them that they are important and valued by someone else. Each concern made by the patient should not be ignored and it may cause worse conditions which deteriorate customer satisfaction (Saeed, 2013).
Patient outreach is relevant since it shows the customer that the organization cares about their well-being after the medication. It is done through a follow-up plan which can be conducted through home visits, phone call, text messages or even emails. The plan is meant to determine the recovery process of the patient and whether they should get back to the hospital for a continuous check-up. Such customers will always be satisfied since they will feel that the health organization was not only after the cash benefit but also ensuring that the patient is recuperating as expected.
Responsiveness helps achieve customer satisfaction, where the patients receive medical attention as quick and direct as possible. The current generation is busy with other things such as work and such people do not have all the time to sit and wait until the doctors will be available. They would rather incur more by opting for the private medical centers which are rarely congested. It is thus necessary to ensure that all medical operations are conducted at a fast rate (Efuteba, 2013).
Employee engagement is necessary, such as determining the factors affecting the effective taking care of the patients and the areas that need improvements. When the workers are satisfied, they work effectively and patient contentment is achieved. Such factors may include the hour of workers the nurses and doctors should work on daily basis, their salary and the working conditions.
Investing more in training programs to achieve expertise will help deliver high-quality medical services that promote satisfaction. The current healthcare system is changing due to innovation and technology and the providers should be kept to date to avoid using outdated methods of operation (Habbal). The training programs should be included in the daily operations and catered for by the health organization to ensure that health professionals are not charged which discourages them since they do not receive much pay.
Transparency within the organization and with the patients is necessary. Within the organization, the management should communicate with the employees on the problems they may be experiencing such as lack of medical supplies or inadequate personnel and they can seek solutions together (Allahham, 2013). Despite the condition the patient may be suffering from, it is necessary to let them know it so that they can plan for their life. It should be done in a way that it will not clash the hopes of living and accomplishing their dreams. The duty of the nurse is not only to offer medication but also be a counselor on how to lead a better life despite the condition. When all these activities are done, the customers will be satisfied and develop loyalty towards the health institution (Chakraborty, 2011).
Customer satisfaction in healthcare is a benefit to both the organization and the patient. Depending on how the patient is served and the medication they are given, it determines whether they are satisfied or not. When loyalty is developed between the medical canter and the patient, they create a mutual relationship in the community and the result is a healthy population.
References
Allahham, A. (2013). Determinants of Customer Satisfaction in Healthcare Services. International Journal of Business and Management Invention, 59-63.
Astuti, H. J. (2014). Patient's Loyalty to Healthcare Organizations: Relationship Marketing and Satisfaction. International Journal of Management and Marketing Research, 39-56.
Chakraborty, D. R. (2011). Measuring Consumer Satisfaction in Health Care Sector: The Applicability of Servqual. Journal of Arts, Science & Commerce, 149-160.
Efuteba, C. (2013). Factors Influencing Customer Satisfaction in Healthcare services: The Case of Public and Private Hospitals in North Cyprus. Institute of Graduate Studies and Research, 103.
Habbal, Y. (n.d.). Determining Patient’s Satisfaction with Medical Care. International School of Management, 20.
Mosadeghrad, A. M. (2014). Factors influencing health care service quality. International Journal of Health Policy and Management, 77–89.
Naidu, A. (2009). Patient Satisfaction and Health Care Quality. Emerald Group Publishing Limited, 4.
Saeed, D. R. (2013). Factors Affecting Customer Satisfaction in Health Care Services in Pakistan. Journal of Basic and Applied Scientific Research, 947-952.
