Project processes to be applied to improve customer satisfaction in the sector of private health services

Abstract

The focus of this study was to research and analyze why organizations fail to satisfy his customer, especially in the sector of health. Companies often are cumbersome creating a lot of problems that result in the dissatisfaction of customers. Complaints are rarely corrected because they don’t reach always in the company’s administration. The employees many times make errors, particularly when they must integrate new methods and manage new programs. Sometimes the personnel aren’t paying attention to customers’ complaints. The key to avoid problems being perceptible from the users, mainly at the new products or methods application, it is to be observed from all the employees. The implementation of such procedures, mainly in health services, it is not a simple situation. There are a lot of details and aspects which will have to be taken into consideration. The development of a product is studied as a project which includes the planning, market research and competition, cost of services which will include its implementation, its development in the market and the development of internal procedures in order for each employee to learn about the new product. The last phase, especially, has a potential for many dangers if it is not realized correctly. When the employees do not know the correct facts about the product, then they can misinform the client, do not service them correctly or be unable to service him at all. All of the above have as a result the dissatisfaction of the client towards the product and the false advertisement of the organization which has the product. In this thesis, I will try to explain the specific details of a health care product. I will describe as simple as possible the procedures which are implemented in a hospital as far as patient/client management is concerned, health care costs, based on which parameters a potential client chooses the healthcare services, how healthcare clients are classified, the methods used for compensation of services; next, the classification of health care products and how such a product is designed. Finally, all the procedures relative to the contact will be developed in detail, hospitalization/discharge of a patient, and the factors which have an affect on client opinion. I believe that all of the above will be presented in a comprehensive way so this thesis will be a small stepping stone contributing to the improvement of what we call health care product or a product of health care.