case study

Case Study healthcare organization in the preceding discus As discussed previously, one common method of measuring customer satisfaction in lealthcare involves conducting a survey. Figure 7.11 shows a survey that was dre organization. Students should critique this survey against the criteria listed eceding discussion of survey design, giving careful consideration to such as format, wording, and appeara Figure 7.11. Sample survey instrument for the case study SSS Questionnaire Clwyn a choice of hospitals, would you Community Hospital of the West? No u r opinion, how could we improve or services? Date of Short Stay Surgery Type of Procedure Your general impression of the hospital: - Excellent - Good - Average-Poor When yow spoke with the staff prior to surgery were they courteous? Yes No Did they answer your questions about SSS satisfactorily? Yes No Comments: 0000 Were your accommodations in the SSS room: Clean Yes No h Comfortable Yes No Thament by other hospital personnel: Recovery ere good needs poor Recovery improvement Concern O O Efficiency Courtesy O Adequate Explanation Surgery Concem D Efficiency O Courtesy O Adequate O Explanation X-ray Concem D Efficiency Courtesy To Adequate 0 0 Explanation ODDO ODO 00000000 DDDD We appreciate your confidential opinion of our services. It provides us with the valuable feedback we need in order to continually improve our patient care bod DOO DDDD Owe n When you were discharged, did you receive adequate information and instructions? __Yes No If your surgery was delayed, was an explanation given? __Yes No Whar determined your selection of Community Hospital of the West as a hospital? Physician Convenience Insurance Friend Previous experience Other: How did you choose the physician who provided your 2 012 TUTO rose care