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Perception vs. Reality
  • Healthcare

Perception vs. Reality

Is quality a primary driver of healthcare customer satisfaction?

Publication:
Quality Progress
Date:
February 2024
Issue:
Volume 57 Issue 2
Pages:
pp. 30-35
Author(s):
Bedgood, Casey
Organization(s):
Navicent Health, Macon, GA

Abstract

A health system wanted to find out why some of its hospitals were scoring low in customer satisfaction. Thought leaders began to challenge the assertion that quality scores were the primary driver of poor customer satisfaction. A study of a group of hospitals revealed that cost of poor quality was not the primary driver of lower-than-expected customer satisfaction. The higher-performing hospitals progressively used and deployed their Black Belt-trained leaders to address waste and customer dissatisfiers. They recognized issues, proactively addressed them via championing improvement projects and realized results more effectively than their peers.

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