Patient Customer Satisfaction Discussion

Patient Customer Satisfaction Discussion Patient Customer Satisfaction Discussion For most health care organizations, the customer is the patient. Like other businesses, health care organizations are evaluated by many of the usual measures of customer satisfaction (e.g., convenience of location, ease of getting the appointment, waiting time, price, etc.). Unlike most businesses, health care organizations are also judged by patient outcomes. What the “customer” wants and what the “patient” needs may occasionally be in conflict, even though the “customer” and “patient” is the same person. This is one reason customer satisfaction for health care organizations can seem to be an elusive goal. To prepare for this Discussion: Walden University HLTH4115 Patient Customer Satisfaction Discussion Review this week’s Learning Resources. Locate and read a scholarly article that identifies factors that influence patient/customer satisfaction in a health care setting. Patient Customer Satisfaction Discussion Post a brief description of and a link to the scholarly article. Then, identify and discuss what you believe is the most important factor that influences patient/customer satisfaction positively and negatively in health care. Finally, justify why those factors are important and address how the article you cited supports or refutes your opinion. Support your work with specific citations from this week’s Learning Resources and/or additional sources as appropriate. Your citations must be in APA format. general_information_about_this_week_.docx usw1_hlth_4115_otanietal_2009_.pdf usw1_hlyh_4115_jensen_j2004.pdf usw1_hlth_4115_fordetal_1997_.pdf usw1_hlth_4115_eli Marketing Plan Components/Marketing Assessment A health care organization’s marketing plan is a blueprint for how that organization intends to achieve important goals and objectives, as specified in its strategic plan. In the course of developing its marketing plan, the health care institution must evaluate its market, analyze its product, and assess its competitors to identify where gaps, discrepancies, or market opportunities may exist. There is no single way to write a marketing plan; however, Philip Kotler, an academic and marketing consultant, identifies eight components that a marketing plan should include regardless of the industry (Fortenberry, 2010, pp. 266–271): Executive Summary and Table of Contents (Content Page) Current Marketing Situation Opportunity and Issue, Analysis Objectives (Goals) Marketing Strategy Action Programs Financial Projections (Budget) Implementation Controls This week, you will examine more closely the elements of a health care organization’s marketing plan and the role and importance of patient/customer satisfaction. Fortenberry, J. L. (2010). Health care marketing: Tools and techniques. Sudbury, MA: Jones and Bartlett Publishers. Learning Objectives Students will: Define the elements of a marketing plan Analyze a marketing plan for a health care organization Describe factors that influence patient satisfaction Get a 10 % discount on an order above $ 100 Use the following coupon code : NURSING10