Customer-Oriented Strategic Plan
In the business world, successful businesses listen to their customers’ voices and strive to provide exceptional customers’ services. This practice may not be widely accepted in the healthcare industry. Articulate at least two customer-oriented elements when developing a strategic plan for a 250-bed community hospital. Exceptional customer service is vital to any type of business. However, this is especially important in an environment where people especially sick people are at your door sick and are as are feeling bad and are looking for help from our hospital or doctor’s office.
As Hillestad & Berkowitz, (2004), states “Marketing is about listening carefully to customers, understanding their needs, and providing the best possible service to meet those needs before implementing tactics” (pg. 9). It is very important to have the hospital’s mission statement, the vision on what the goals are for the hospital, and the values to reveal what is expected from our employees.
The hospital expects our employees to care for the patients and more than the customers’ needs, we need to makes sure the family is respected and is looked after as well.
If the hospital has a good human resource department, the training would be first and foremost customer first in their customer-oriented component and this would included in the strategic plan for a 250-bed hospital. By emphasizing the importance of the hospital’s mission of having a patient front and centered and respecting their customs traditions and culture. However, I have to say that I have forgotten some of the rules and material of my orientation so I have classes set up to help refresh the material that was gone over at the initial orientation meeting.
There would be continually training every quarter if not sooner depending on the problems being reported. In addition, there will be customer service surveys being given out to the patients to rate the quality of care they received and on these surveys will be information as to which employees cared for this patient, if too many poor reports are reported then the employee or employees will have to go through more training until they get it right. Employees will get paperwork showing the positive and negative feedback from all the patients who have responded to the surveys this way the employee can take any additionally training if needed.
Another idea would be a customer-oriented building block for thestrategic plan would be to create programs to build up the employees’ morale. If the morale of an employee is high then this employee will be happy to come to work and give its all to see that the patients are being cared for correctly. If an employee is happy then the turnover rate will be down and loyalty will be there for the patients and the hospital. When employees are happy it shows in their work and the patients are cared for and are happy as well. The idea is to improve morale and to show the other employees that everyone is pulling their weight give out recognition rewards so this too will have to improve morale in the other employees. Having a strategy that is proactive and positive will make a healthier environment to work in. Hillestad, S. & Berkowitz, E. (2004). “Heath Care Market Strategy: From Planning to Action” (3rd ed). Sudbury, MA: Jones and Bartlett.
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