CUSTOMER DELIGHT

DR. MARISSA LIM

Members:Allan Ross Lim

Juan Carlo PelovelloJoe Gil MarcelinoRyan Bernaldo

HOW DOES CUSTOMER DELIGHT DIFFER FROM SATISFACTION?

Delight - is to take

great pleasure or

joy.

Loyalty- Is having the

feeling of allegiance.

IMPACT …

GOAL OR GENERAL OBJECTIVE

To create a customer delight program at Ciudad

Medical Zamboanga.

SPECIFIC OBJECTIVES

1. Establish/strengthen customer feedback to hospital (customer satisfaction survey)

2. Customer complaints action center

3. In-house customer service training (creating a courteous and caring culture)

EXPECTED OUTPUT 90 percent return on customer satisfaction survey

100% resolution of customer complaints

100% training of staff

EXPECTED IMPACT

Customer Retention Customer loyalty

EVALUATION PARAMETERS, INDICATORSKey Success Indicators-Customer satisfaction survey 90% return-100% patient complaints resolution in 24

hours-Customer Service training for 100% of

staff

Critical Success Indicators-Critical Mass of Satisfied patients-Patient retention and loyalty

CUSTOMER COMPLAINTS ACTION CENTER ( CCAC ) Maintain a well-published accessible,

transparent and simple to use system of dealing with complaints about quality of service provided.

OBJECTIVE ACTION DEPLOYMENT PLAN

To encourage Customers to give feedback

•Revise Patient Satisfaction Survey Tool

-PSST available on site and on line.

Develop best practice complaints procedures.

•Revise formal complaints procedures about service provided

•-Patient Relations Specialist/customer service committee

INFORMATION

Take a proactive approach in proceeding information that is clear timely and accurate, is available at all points of contact and meet the requirements of people with specific needs

Ensure that the potential offered by information technology is fully availed of and that the information available on public service website follows the guidelines on web publication.

Continue the drive for simplification of Rules, Regulations, forms, information leaflets and procedures.

OBJECTIVE ACTION DEPLOYMENT PLAN

User friendly ON-LINE access to guide health services

•Ensure Website is kept current and up-to-date

•Ensure relevant publication is kept up-to-date

Website of CMZ printed on forms.

-Multimedia platforms

PHYSICAL ACCESS Provide a priority lane for physically

challenged and senior citizen customers. OBJECTIVE ACTION PLAN DEPLOYMENT

PLAN

Ensure ACCESS to all customers.

Ensure physical access to all our facilities/services especially for those with special needs.

Priority lanes at ancillary departments.(billing section, Laboratory, Radiology, etc..)

IN –HOUSE CUSTOMER SERVICE TRAINING ( CREATING A COURTEOUS AND CARING CULTURE)

Timeliness and CourtesyTo deliver services with courtesy,

sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer.

Give contact names in all communications to ensure ease of ongoing transactions.

OBJECTIVE ACTION DEPLOYMENT PLAN

To deliver Services promptly and ensure ease of contact for customers

Produce protocol regarding service delivery Time, answering telephone calls, email address, etc.

-Quarterly Customer Service Training ( training officer )

ACTION PLANYEAR 1 YEAR

2YEAR

3REMARKS

WITH PERSONS-IN-

CHARGE

PLANNING January 10-20, 2013

Customer service committee

MASTER DESIGN AND

DEVELOPMENT PLAN

February 1-9, 2013

CSC

PRESENCE OF AN INTEGRATED

CHECKLISTS

March 10, 2013

CSC

APPROVED BY TOP

MANAGEMENT

March 25, 2013

EXECOM

ACTION PLANYEAR 1 YEAR

2YEAR

3REMARKS WITH PERSONS-IN-CHARGE

DEPLOYMENT April 2013

CSC

EDUCATION and REINFORCEMEN

T ON

April 15, 2013

MONITORING Q3, Q4 CSC

EVALUATION/CONTINUAL

IMPROVEMENT

Q3, Q4

APPLY FOR PQA

COMMENTS FOR CUSTOMER DELIGHT PRESENTATION

Question: (Ms. Luzvisminda) = who are the customers (define customers)?

Answer: (Mr. Edwin To) = based on presentation customer is in-patient and their families, out-patient and their families.

Suggestion of Dr. Joson: Expand the definition of customer, but the priority is patient.

Agreed definition of customer: In and Out patients, Families of patients, Doctors, Other departments (co-worker)