Case StudiesEnhancing the Service Standards in Hospital
Consult · Case Study
Improving Hospital Service Satisfaction Scores by 6%
Large Hospitals Chain·Mumbai, Kolkata, India
People & ProcessMarket & CustomersBusiness Excellence
Key Impact
“Process strengthening improves satisfaction scores by 6%”
Context & Background
In spite of being ahead of value curve, the chain had faced issues in ensuring better services for patients and their attendants in past. This resulted in negative feedback and publicity creating a bigger issue for the brand. A quantified metrics system was adopted for improving the service delivery parameters.
Work Executed
Creation of awareness about service metrics
Training of people
Data recording, analysis and reporting
Implementation of remedial measures
Value Delivered
Satisfaction Scores improvements by 6%.
Key Assignment Components
#satisfaction#customer centricity#training#service standards#process improvement#hospital
Includes work undertaken by team members as part of assignments / employment.
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