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The physician as a nursing service customer
The Journal of Nursing Administration
|June 1, 1985
Summary
Physicians are key hospital customers influencing bed occupancy. Strategies to enhance physician customer service are vital for hospital market success while maintaining nurse-physician collaboration.
Area of Science:
- Healthcare Management
- Hospital Administration
- Physician Relations
Background:
- Hospital market success is often measured by bed occupancy rates.
- Physicians play a crucial role in hospital admissions and thus influence occupancy.
- Understanding physicians as hospital customers is essential for strategic planning.
Purpose of the Study:
- To explore strategies for managing physicians as hospital customers.
- To maintain and enhance the collegial nurse-physician relationship.
- To improve hospital market success through effective physician engagement.
Main Methods:
- Literature review on customer service principles in healthcare.
- Analysis of the physician's role in hospital operations.
- Case study examples of successful physician-customer strategies (implied).
Main Results:
- Physicians, as customers, respond positively to excellent customer service.
- Implementing specific strategies can improve physician satisfaction and loyalty.
- Effective management can enhance bed occupancy rates.
Conclusions:
- Viewing physicians as customers offers a new perspective for hospital management.
- Customer service strategies directed at physicians can bolster hospital market success.
- Balancing physician needs with existing professional relationships is achievable.