In a huge study of hospital patient satisfaction (nearly 140,000 patients from 225 hospitals surveyed) 15 determinants of a patient’s satisfaction level rose to the top.
Here’s the amazing thing – not one had anything to do with their health outcome! All 15 were connected to the quality of the patient’s interaction with hospital staff and employee satisfaction among staff members*.
It doesn’t cost anything to be nice to our customers. It doesn’t cost anything to be thoughtful or to focus on how you can lift their day. And it means a ton to them; maybe more than the product or service they buy from you. Be nice – it’s free!
*“Putting Patients First” – Frampton, Gilpin and Charmel