Tuesday, October 4, 2011
Monday, July 4, 2011
Philippine Society for Quality in Healthcare
invites you to the
1st CUSTOMER RELATIONSHIP MANAGEMENT
IN THE HOSPITALS
An Integrated Approach to Patient Satisfaction-Related Learning Sessions
4th Floor, BCI Auditorium, University of Santo Tomas Hospital, Manila
July 25 – 29, 2011, 8:00 am-5:00 pm
Dear Colleagues:
Join us in our first offering of Customer Satisfaction Measurement. Below are the objectives and the programme of our learning session:
Overall Objective:
To improve the level of customer satisfaction in the hospital.
Specific Objectives:
At the end of the program, the attendees shall be able to:
1. Explain the importance of customer satisfaction to business sustainability
2. Desribe the concept of Customer Relationship Management
3. Identify the customers of the hospital and their needs
4. Establish customer satisfaction survey in the hospital
5. Establish employee satisfaction survey in the hospital
Programme:
- Customer Relationship Management in the Hospital
- The Business Case/Rationale
- What are the requirement of the various standards on customer satisfaction
- What is CRM all about?
- Who are our customers and what are their needs?
- Delivery of the service
- SERVQUAL – What are the qualities important to the hospitals setup service standard
- Measures and score cards
- Information Technology and Customer Satisfaction Management
- Service Recovery
- Customer satisfaction Measurement in the Hospital
- Customer Satisfaction Guidelines for conduct for organization
- Measures of Customer Satisfaction
- Guidelines for monitoring & measuring
- Guidelines for dispute resolution internal to organization
- Guidelines for dispute resolution external to organization
- Outsourcing of Customer Satisfaction Measurement
- Employee Satisfaction Measurement in the Hospital
- Why evaluate Employee Satisfaction? Is there a relationship with Customer Satisfaction?
- What are employees survey methods
- How to conduct an employee satisfaction survey?
- Employee satisfaction Survey Template
- How to prepare employee Satisfaction Survey Feedback report
- Workforce engagement
Who Should attend:
Team attendance is highly recommended. This learning session is designed for those of embers of top management who lead and champion customer satisfaction initiatives; HR and training officers; Quality advocates in their hospitals who value the voice of the customers; Quality Managers/Quality Program Coordinators/Training Officers who are in charge of quality and champion customer satisfaction in their respective hospitals.
Please note the attendance to this Learning Session might help the hospital to comply with the Philhealth Benchbook:
Standard 1.4 The organization systematically elicits, monitors and acts upon feedback from patients, their families, visitors and communities
Criteria:
Policies and procedures for routinely determining and improving the level of patient satisfaction with all relevant aspects of care are documented and monitored
Policies and procedures for addressing and resolving patients’ complaints are documented and monitored
Standard 7.4.x.1 All service units and staff are responsible for and demonstrate involvement
In, performance improvement that results in better services in internal and external clients
Document Review
1. Polices or issuances on CQI Program
2. QA / QCI manual
3. Patient satisfaction survey results/ratings
4. Staff satisfaction survey
Please bring with you your customer satisfaction survey form and employee satisfaction survey form for possible comment or sharing with other attendees.
Our contact person are:
Ms. Mary Jane Ponciano Telefax: (02) 332-2167 Email add: psqua2005@yahoo.com
Ms. Emma Mogro Telefax:(02)850-0540 Email add: fmontillano@yahoo.com
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