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Word-of-mouth communication is known to be the most effective tool for creating a brand preference in healthcare. The role of a delighted customer, therefore, can hardly be over-emphasized.
However, we witness quite often the absence of a well-defined organizational DNA that is aligned to patients’ interests. A comprehensive complaint resolution mechanism is also not very common. Most service providers lack a methodical approach to measure various service quality ingredients and a patient’s willingness to refer someone else. Not surprisingly, lack of a clearly defined strategy and ill-conceived action plan results in average and inconsistent service quality.
There is ample research across different patient segments to demonstrate that ‘getting treated as an individual’ is no less important than ‘getting better’. This clearly indicates that clinical outcome is not the sole determinant of customer delight. This realization forms the very core of our service quality offering.
Our approach to service quality is based on a strong need to ensure patient empowerment. We achieve this for our clients through
+ Clearly defined objectives
+ Proper tools and on-going measurement of service quality
+ Creating the right team to deliver
+ Focused training programmes |
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