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our care. Giving patients more choices in their plan of care and in scheduling treatments may facilitate treating them as customers.
I was pleased to read that physicians emphasize good patient care over personal
conveniences. They recognize the importance of teamwork, want efficient scheduling
with minimal wait times for patients, and understand that patients should be at the
center of care. As an administrator, I now better appreciate the importance of asking
physicians to identify the customer and then seeking ways to meet the customer's
needs.
Donors are also a hospital's customers. Similar to physicians, they often have
varied expectations and requests. As is the case with patients and other customers, we
want donors to return to our hospitals. Identifying their perceptions also may be
important in evaluating customer service.
This article is a good lead-in for discussion about identifying the hospital's
customers. I welcome further research into defining our customers, exploring team
members' perceptions of customer needs, and understanding the impact of these
insights in customer service initiatives. Although reimbursement will still be tagged
to the patient's perception of care, he or she will see better teamwork within the walls
of the hospital when the leadership team identifies customers, seeks to understand
customers' expectations, and makes strides in meeting their needs. The customer may
even find his or her hospital experience to be better than expected.
334
Table of Contents for the Digital Edition of Journal of Healthcare Management - September/October 2016
Journal of Healthcare Management - September/October 2016
Contents
Interview With Jayne E. Pope, RN, FACHE, CEO of Hill Country Memorial Hospital
How to Find the Ideal Chief Medical Officer
Four Strategies for Succeeding With Bundled Payments
Who Is a Hospital’s “Customer”? Olena Mazurenko, Dina Marie Zemke, and Noelle Lefforge
Vision Statement Quality and Organizational Performance in U.S. Hospitals Rachna Gulati, Osama Mikhail, Robert O. Morgan, and Dean F. Sittig
Maximizing Healthcare Professionals’ Use of New Computer Technologies in a Small, Urban Hospital’s Critical Care Unit Patricia C. Vadillo, Estrellita S. Rojo, Adelaida Garces, and Maria G. Checton
Factors Determining Medical Staff Configurations in Community Health Centers: CEO Perspectives Patricia Pittman, Leah Masselink, Lauren Bade, Bianca Frogner, and Leighton Ku
Journal of Healthcare Management - September/October 2016 - Contents
Journal of Healthcare Management - September/October 2016 - Cover2
Journal of Healthcare Management - September/October 2016 - i
Journal of Healthcare Management - September/October 2016 - ii
Journal of Healthcare Management - September/October 2016 - 305
Journal of Healthcare Management - September/October 2016 - 306
Journal of Healthcare Management - September/October 2016 - Interview With Jayne E. Pope, RN, FACHE, CEO of Hill Country Memorial Hospital
Journal of Healthcare Management - September/October 2016 - 308
Journal of Healthcare Management - September/October 2016 - 309
Journal of Healthcare Management - September/October 2016 - 310
Journal of Healthcare Management - September/October 2016 - How to Find the Ideal Chief Medical Officer
Journal of Healthcare Management - September/October 2016 - 312
Journal of Healthcare Management - September/October 2016 - 313
Journal of Healthcare Management - September/October 2016 - Four Strategies for Succeeding With Bundled Payments
Journal of Healthcare Management - September/October 2016 - 315
Journal of Healthcare Management - September/October 2016 - 316
Journal of Healthcare Management - September/October 2016 - 317
Journal of Healthcare Management - September/October 2016 - 318
Journal of Healthcare Management - September/October 2016 - Who Is a Hospital’s “Customer”? Olena Mazurenko, Dina Marie Zemke, and Noelle Lefforge
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Journal of Healthcare Management - September/October 2016 - 321
Journal of Healthcare Management - September/October 2016 - 322
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Journal of Healthcare Management - September/October 2016 - 334
Journal of Healthcare Management - September/October 2016 - Vision Statement Quality and Organizational Performance in U.S. Hospitals Rachna Gulati, Osama Mikhail, Robert O. Morgan, and Dean F. Sittig
Journal of Healthcare Management - September/October 2016 - 336
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Journal of Healthcare Management - September/October 2016 - Maximizing Healthcare Professionals’ Use of New Computer Technologies in a Small, Urban Hospital’s Critical Care Unit Patricia C. Vadillo, Estrellita S. Rojo, Adelaida Garces, and Maria G. Checton
Journal of Healthcare Management - September/October 2016 - 353
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Journal of Healthcare Management - September/October 2016 - 361
Journal of Healthcare Management - September/October 2016 - 362
Journal of Healthcare Management - September/October 2016 - 363
Journal of Healthcare Management - September/October 2016 - Factors Determining Medical Staff Configurations in Community Health Centers: CEO Perspectives Patricia Pittman, Leah Masselink, Lauren Bade, Bianca Frogner, and Leighton Ku
Journal of Healthcare Management - September/October 2016 - 365
Journal of Healthcare Management - September/October 2016 - 366
Journal of Healthcare Management - September/October 2016 - 367
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