HCA375 Week 2 - Assignment
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Customer Satisfaction Improvement Plan
Most people have experienced frustration at least once when talking with customer service. Often, organizations provide satisfaction surveys to customers to evaluate their experience. In the health care field, accrediting agencies require providers to measure patient satisfaction through surveys. The purpose of this assignment is to apply the processes involved to develop an improvement plan that will prevent similar customer complaints.
You must download and use the Customer Satisfaction Improvement Plan template to complete this assignment. Do not write a separate paper. Note: If you have responded substantively to each of the content items within the template of the assignment, the template document you submit should be between three and four pages in length.
- Choose one of the customer experience scenario options below:
- Customer contacted a health plan customer service department but could not understand the representative.
- Customer scheduled an appointment with a primary care physician for an acute illness, and there were no appointments available.
- Customer had an appointment for lab testing or a diagnostic test (e.g., MRI, CT scan, etc.), and the facility environment was disorderly and unclean.
Customer visited the Emergency Department (ED), also known as Emergency Room, but