Macagba Rufino L, Kaiser Robert F, Acosta-Gacad Emily Joy, Fernandez Enrique
World Hosp Health Serv. 2016;52(2):19-22.
Service excellence Training is an important continuing priority in Lorma Medical Center. Its design and contents are modified as needed to respond to patients' comments on the quality of service by Lorma staff. Noted inadequacies in customer satisfaction were bared in the Patient Surveys of Lorma in 2013. Floating of Satisfaction Assessments is done monthly by the Patient Relations Officer and summaries of the same are submitted by the Executive Secretary to the Department Heads concerned for immediate action, monitoring and reporting on improvements made. The premise is that process improvements should be based on data (1).
卓越服务培训是洛马医疗中心持续重视的一项重要工作。其设计和内容会根据需要进行修改，以回应患者对洛马员工服务质量的意见。2013年洛马患者调查揭示了客户满意度方面存在的明显不足。患者关系专员每月进行满意度评估，并由执行秘书将评估总结提交给相关部门负责人，以便立即采取行动、进行监督并汇报改进情况。前提是流程改进应以数据为依据(1)。
