Article citationsMore>>
Tam, N. T., Huy, N. T., Thoa, L. T. B., Long, N. P., Trang, N. T. H., Hirayama, K., & Karbwang, J. (2015). Participants’ Understanding of Informed Consent in Clinical Trials over Three Decades: Systematic Review and meta-Analysis. Bulletin of the World Health Organization, 93, 186-198.
https://doi.org/10.2471/BLT.14.141390
has been cited by the following article:
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TITLE:
Policies and Procedures in Providing Competent Customer Service in Urgent Care Centers
AUTHORS:
Marcus Caster
KEYWORDS:
Business Sustainability, Customer Care, Patient Satisfaction, Urgent Care Centers
JOURNAL NAME:
Open Journal of Business and Management,
Vol.8 No.3,
May
19,
2020
ABSTRACT: The purpose of this case study was to explore customer care strategies
that managers of urgent care businesses used to improve customer care services
and patient satisfaction. The target population consisted of 1 urgent care
manager from 3 separate urgent care clinics with the highest customer
satisfaction ratings in Alabama. Semistructured interviews and patient survey
forms were the data sources. Data were analyzed using thematic analysis, which
identified similar codes, patterns, and themes. The 3 primary themes that
emerged from the thematic analysis were patient-focused care, social media
outreach, and employee engagement. Participants in the study indicated the
importance of placing the needs of the patients first. In addition, the
participants shared the motto that the customer is always right. The findings
from the participants confirm that patient focused care increases patient
satisfaction. Each participant expressed they had true loyal customers that
spread their satisfaction experience about their clinic to other members of the
community. Findings in the study supported the efforts of the UCMs’ strategies
on improving customer care services and patient satisfaction. The findings of
this study may be of value to business managers in terms of how UCMs can
provide customer care services to improve patient satisfaction.