The document discusses patient satisfaction in hospitals. It states that patient satisfaction equals hospital services minus patient expectations, with positive values indicating delight and negative values indicating dissatisfaction. It identifies patients as marketers who can provide feedback for improvements. Several key patient expectations are listed, such as good medical care, cleanliness, and affordable charges. Gaps are identified between customer expectations and management's perceptions, service specifications and delivery, and communications to customers.

1. HEALTHCARE SERVICES
Mir Zeeshan Ali
1

2. customers in a hospital
• Patient Satisfaction = “hospital services - patient
expectations”
0 = Patient Satisfied
- = Patient Dissatisfied
+ = Patient Delighted

3. Patient Satisfaction
• Patient ; Marketer for the company
• Involve patient for improvements
• Better informed
• Patient satisfaction from patient perceptive
• Satisfaction -static not dynamic

4. Patient Expectations
• Good Medical Care • Cleanliness
• Good Nursing Care • Good Coordination
• Less Waiting Time • Cooperation among the
• Excellent Hospitality Staff
• Personal Attention • Discipline
• Courteous Behavior • Communication &
• Affordable Charges Information
• Transparency in charges
and procedures

7. KNOWLEDGE GAP
Customer Expectations Managements Perception
(Expected Service) of Customer Expectations

8. SERVICE DESIGN AND STANDARD GAP
Management Perceptions Service Quality
of Customer Expectations Specifications

9. SERVICE PERFORMANCE GAP
Service Quality Service Delivery
Specifications

10. COMMUNICATION GAP
External Communications to
Service Quality Specifications Customers

11. CUSTOMER GAP
Customer’s perception of Customer’s expectation of
the experience experience