A framework to link patient satisfaction with customer satisfaction

Corinne Rochette () and Pierre Féniès
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Corinne Rochette: CleRMa - Clermont Recherche Management - ESC Clermont-Ferrand - École Supérieure de Commerce (ESC) - Clermont-Ferrand - UCA [2017-2020] - Université Clermont Auvergne [2017-2020], S&T - chaire Santé et Territoires
Pierre Féniès: LIMOS - Laboratoire d'Informatique, de Modélisation et d'optimisation des Systèmes - UBP - Université Blaise Pascal - Clermont-Ferrand 2 - UdA - Université d'Auvergne - Clermont-Ferrand I - SIGMA Clermont - SIGMA Clermont - ENSM ST-ETIENNE - Ecole Nationale Supérieure des Mines de St Etienne - CNRS - Centre National de la Recherche Scientifique

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Abstract: The customer satisfaction is a field which is not fully explored, especially in its transposition to non-profit services like health-care systems. As shown in many researches, in the service area, the satisfaction can be approached with the service quality concept. The customer satisfaction is an important aspect of the business performance. In health-care systems, medical services managers, public institutions, practitioners and employees are interested in knowing and evaluating the patient satisfaction. This can be a dimension of the patient satisfaction in the health-care " industries " and a performance indicator. Researchers have identified the dimensions of satisfaction and work on its measurement. Thus scales can be used to measure the customer satisfaction and the ability to deliver a good service quality. The researches showed that a direct link exists between satisfaction and service quality. We propose in this article a reflection on the possible transposition of these scales to evaluate the patient satisfaction. For that we have used a qualitative approach (semi-conducted interviews on patients, doctors and nursing staffs), then we have proposed an ad-hoc scale to measure both patient satisfaction and service quality. Finally a model has been created. Design, study and management of hospital systems are increasingly difficult and expansive areas existing multiple and complex system. A hospital can be defined such as an Health care Supply Chain (Chabrol et al., 2006). Health care Supply Chain is an opened set, crossed by human, material, informational and financial flows, composed of autonomous entities (suppliers, hospital departments, logistic services and external medical services…) which use restricted resources (time, material, capital, …) and coordinate their actions thanks to an integrated logistic process to improve firstly their collective performance (patient's satisfaction) and secondly their individual performance. Most part of the studies in patient satisfaction is done for Operation Research models and does not deal with qualitative approach. Linking patient satisfaction and customer satisfaction is one of the goal of this

Date: 2008-07-01
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Published in EUROMA, Jul 2008, Groningen, Netherlands

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