Gemme E M
Mark Health Serv. 1997 Fall;17(3):19-21.
Traditionally, health care patients have been treated by health care professionals as people with needs rather than as customers with options. Although managed care has restricted patient choice, choice has not been eliminated. The premise of this article is that patients are primary health care consumers. Adopting such a premise and developing an active customer retention program can help health care organizations change their culture for the better, which may lead to higher customer retention levels and increased revenues. Customer retention programs based on service excellence that empower employees to provide excellent care can eventually lead to a larger market share for health care organizations trying to survive this era of intense competition.
传统上，医疗保健专业人员将患者视为有需求的人，而非有选择权的客户。尽管管理式医疗限制了患者的选择，但选择并未被消除。本文的前提是患者是初级医疗保健消费者。采用这一前提并制定积极的客户保留计划有助于医疗保健组织改善其文化，这可能会带来更高的客户保留率和增加收入。基于卓越服务的客户保留计划，使员工有能力提供优质护理，最终可为试图在这个激烈竞争时代生存下来的医疗保健组织带来更大的市场份额。
