Happy employees lead to loyal patients

Article Abstract:

A survey of 200 nurses and 700 patients at a Midwestern hospital revealing that healthcare employee satisfaction has much to do with patient loyalty has implications for health care marketers. Customer loyalty, referrals, and repeat purchase behavior at a hospital can all be encouraged through the image of employee satisfaction. Findings show that nurses who are unhappy with their jobs have a hard time concealing their feelings from their patients.

Health Care, Health Care and Social Assistance, Marketing, Economic aspects, Medical care, Nurses, Surveys, Patients, Job satisfaction

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Eliminate the negative: managers should optimize rather than maximize performance to enhance patient satisfaction

Article Abstract:

An evaluation of patients' satisfaction with their primary care physicians (PCP) revealed that a specific quality-of-care attribute can have a greater negative impact than positive impact on a PCP's overall rating. The implications of that finding, for healthcare managers, are discussed. Managers can achieve greater patient-satisfaction gains by eliminating negative performance for specific attributes than by boosting positive performance.

Direct Health and Medical Insurance Carriers, Offices & clinics of medical doctors, Physicians & Surgeons, Offices of Physicians (except Mental Health Specialists), Health Plan Administration, Research, Services, Physicians, Medical professions, Health insurance industry

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