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| CLIENTS/CASE STUDIES / Case 8 |
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Case # 8: Establishing an Ongoing Customer Satisfaction Program Hardwick Research designed and implemented an ongoing hospital wide patient satisfaction program. The program mails out 18,000 surveys each year to patients who have been treated in any of the four areas of the hospital (Inpatient, Outpatient, Surgery Center and Emergency Room). These surveys are currently being used to determine patient satisfaction with the services provided, the care received as well as appointment scheduling and billing issues. The hospital is using the results to implement changes in the management and treatment of patients and their families. Case Studies Case # 1: Concept Development/Testing Case # 2: Market Assessment Case # 3: Customer Research: Identification, Segmentation, Perceptions and Preferences Case # 4: Product Assessment and Redesign Case # 5: Obtaining Community Feedback and Determining Effectiveness of an Educational/Advertising Campaign |
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