Report 1. Research Objective 2. Review of literature 3. Research Methodology 4. Research Hypothesis 5. Scope of the study 6. Limitation of the study 7. Finding and analysis ( you will be evaluated bas
hFactors Influencing Customer Satisfaction in King fahad specialist hospital – kingdom of saudi arabia (Dammam)
Dear Patient,
I’m interested in finding out how you feel about various aspects of health care services, to improve the understanding of the factors that influence patient’s satisfaction in healthcare services & insure better quality in the future. Please, take a few minutes to complete this questionnaire. Your responses are completely confidential and greatly appreciated.
Section 1. General Questions:
What’s Your Gender?
Male
Female
Which Category Bellow Include You’re Age?
18-25
25-35
35-40
45 years and above
Section 2. Front Office Staff and Reception:
The comfort, cleanliness and amenities of the reception area.
Excellent
Good
Fair
Poor
Helpfulness / courtesy of the staff.
Excellent
Good
Fair
Poor
The ease of the check-in process.
Excellent
Good
Fair
Poor
Section 3 – Appointments.
The promptness with which our telephones are answered.
Excellent
Good
Fair
Poor
Ease of scheduling your appointment?
Excellent
Good
Fair
Poor
Waiting time in the reception area.
Excellent
Good
Fair
Poor
Section 4 - Services provided by physicians.
The interaction of physicians and open flow of information with the patient.
Excellent
Good
Fair
Poor
The physician’s personal manners (Curtesy, Respect, Sensitivity...).
Excellent
Good
Fair
Poor
Overall medical care provided by physicians.
Excellent
Good
Fair
Poor
Section 5 – Factors Matter to Patients
Please Rate each of the following factors on a rating scale of 1-3 , where 1 in “Not Important At All”, 2 is “Neutral” and 3 is “Very Important:
Factors | 1 | 2 | 3 |
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What do you consider to be the most important measure of the healthcare service quality?
Quality of Communication with Doctors
Waiting Time
Nursing Care
Result of Medical Treatment
Curtesy of Health Care Workers
Other (Please Specify) ……
Comments / Suggestions for improvement:
…………………………………………………………………………………………………………………………………………………………………………………………
References:
Carrus, B., Cordina, J., Gretz, W., & Neher, K. (2015). Lessons from Other Industries. McKinsey & Company. doi:10.1016/b978-008043428-5/50024-2
Patient Satisfaction Surveys. (2004). PHYSICIAN PRACTICE RESOURCE CENTER. Retrieved October 2, 2018, from http://www.massmed.org/physicians/practice-management/patient-satisfaction-surveys-(pdf)/
S. R. (n.d.). FACTORS AFFECTING CUSTOMER SATISFACTION IN HEALTH CARE SERVICES. CASIRJ, 4(3), 2319- 9202. Retrieved October 2, 2018