The Power of Positive Feedback
I was surprised when my colleague showed me an e-mail speaking of the good hospitality we had rendered on that day. The AGM of JSL, his wife and their little daughter had come to our hospital for a health check-up. In spite of their delayed arrival, we scheduled them in the respective diagnostic areas and completed their tests and doctor consultation within the stipulated time.
Had we not planned well, at the instant of their arrival, the timely execution of their tests and reports would not have been possible. Despite the scorching heat, space constraints and other adverse circumstances, the couple was extremely happy and stated that CARE Hospitals was their preferred destination for a health check-up. They did not face any problem during their stay at the hospital from 11 am to 4:30 pm. This was a big relief for them as earlier they had an unpleasant experience in another hospital.
Providing good hospitality and receiving a positive feedback is inspirational. A study has shown that most satisfied customers not only increase our business, more importantly, their admiring feedback also boosts our morale. The absence of a good patient culture, weak communication and lack of an empathetic and sincere attitude are a barrier between patients and the hospital staff. Research has shown that patients’ dissatisfaction is an administrative and system related issue. We have to enforce good parameters like punctuality, social interaction and teamwork, by which we will be judged. Our commitment is to provide care that people trust.
Pabitra Kumar Prahara
Sr PRE, CARE Bhubaneswar