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[Highlighting Service Excellence in Lorma].

Rufino L Macagba, Robert F Kaiser, Emily Joy Acosta-Gacad

World Hospitals and Health Services : the Official Journal of the International Hospital Federation

|February 5, 2019

Summary

This summary is machine-generated.

Lorma Medical Center enhances service excellence training based on patient feedback. Monthly satisfaction assessments drive data-informed process improvements to boost customer satisfaction.

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Area of Science:

Healthcare Management
Patient Experience
Service Quality Improvement

Background:

Service excellence training is a key priority at Lorma Medical Center.
Patient surveys in 2013 revealed inadequacies in customer satisfaction.
Continuous quality improvement initiatives are essential in healthcare settings.

Purpose of the Study:

To outline the process of modifying service excellence training based on patient feedback.
To highlight the importance of data-driven improvements in healthcare service quality.

Main Methods:

Monthly satisfaction assessments are conducted by the Patient Relations Officer.
Summaries of assessments are submitted to Department Heads for action.
Process improvements are based on collected patient satisfaction data.

Main Results:

Service excellence training design and content are dynamically updated.
Identified inadequacies in customer satisfaction are addressed through targeted actions.
A systematic approach to monitoring and reporting improvements is in place.

Conclusions:

Data-driven feedback mechanisms are crucial for enhancing patient satisfaction.
Regularly updating training programs ensures responsiveness to patient needs.
Effective communication channels between patient relations and department heads facilitate service improvements.