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Enhancing customer experience: key critical factors in hospitalization
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 2.9 MB | Adobe PDF |
Orientador(es)
Resumo(s)
In the evolving landscape of healthcare, focusing on enhancing customer experience is crucial.
By analyzing customer touchpoints and feedback systems at CUF, it identifies areas for
improvement such as consultation, hospitalization, and home hospitalization. Moreover, it
highlights key determinants shaping the hospitalization experience, including treatment clarity,
communication with staff, post-treatment quality, and staff responsiveness. The research
advocates for a unified, patient-centered approach to healthcare delivery, fostering long-term
engagement and satisfaction.
Descrição
Palavras-chave
Hospitalization Customer-centric healthcare Healthcare customer experience Hospitality in hospitals Customer journey