A Study of Impact of Voice of Customers for Admissions Department of a Quaternary Care Hospital

Most executives recognize that customer experience is important to their businesses. To compete on customer experience, companies need to consistently deliver a better experience. To do that, they need to understand the experience of customers they are managing today. This is why voice-of-the-customer (VoC) programs is such a priority for so many businesses; the ability to listen to your customers is crucial to your ability to compete on customer experience. VoC programs are the only way to systematically listen to the customers, we use this information to take action, and monitor performance over time.1

From patient experience, an admission to a bed as an inpatient in an acute hospital is a major event, independent of this admission being an emergency or from a waiting list. When patients need an emergency admission, it is important to be admitted quickly and to an appropriate bed, avoiding unnecessary waiting times in the emergency room. On the other hand, if patients are being admitted from a waiting list for elective surgery, it is important to minimize the number of occasions that admissions are cancelled as a result of there being no bed available.2

When patients have positive hospital experiences, they share their satisfaction with relatives, friends and neighbors. The exchange of positive patient experiences, helps hospitals builds good reputations. If a hospital overlooks patient feedback, it becomes vulnerable to price wars and loses its customers to competitors.

Admission department plays a vital role in the hospitals. It serves as the first point of contact for the patients and their attendants. Hence, a sober image of this department is necessary. It is a place where both the patients and the staff have to exhibit patience and understanding.