{"title":"Improving customer satisfaction and quality: hospitals recognized by J.D. power and associates share insights on meeting patient and employee needs.","authors":"","doi":"","DOIUrl":null,"url":null,"abstract":"<p><p>For 35 years, J.D. Power and Associates has presented its much-coveted awards recognizing product and service quality and customer satisfaction in a variety of industries. This year, the company added a new category: hospitals. To better understand patients' reactions to their hospital experiences, the company looked at five key drivers of customer satisfaction: dignity and respect, speed and efficiency, comfort, information and communication, and emotional support. This issue looks at five hospitals recognized by the company for their service excellence and why they emphasize employee satisfaction as well as patient satisfaction.</p>","PeriodicalId":79751,"journal":{"name":"The Quality letter for healthcare leaders","volume":"15 8","pages":"2-11, 1"},"PeriodicalIF":0.0000,"publicationDate":"2003-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"The Quality letter for healthcare leaders","FirstCategoryId":"1085","ListUrlMain":"","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
For 35 years, J.D. Power and Associates has presented its much-coveted awards recognizing product and service quality and customer satisfaction in a variety of industries. This year, the company added a new category: hospitals. To better understand patients' reactions to their hospital experiences, the company looked at five key drivers of customer satisfaction: dignity and respect, speed and efficiency, comfort, information and communication, and emotional support. This issue looks at five hospitals recognized by the company for their service excellence and why they emphasize employee satisfaction as well as patient satisfaction.
35年来，J.D. Power and Associates已经在各个行业颁发了令人垂涎的奖项，以表彰产品和服务质量以及客户满意度。今年，该公司增加了一个新类别:医院。为了更好地了解患者对其医院体验的反应，该公司研究了客户满意度的五个关键驱动因素:尊严和尊重、速度和效率、舒适度、信息和沟通以及情感支持。本期关注五家因服务卓越而被公司认可的医院，以及它们为什么强调员工满意度和患者满意度。
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