In recent years, the sector of medical services has undergone a series of reforms and transformations the result of which was to be the improvement of the quality of functioning of the health care facility perceptible to the patient. These changes indicate that health care should be based on defined priorities, such as:
- meeting the patient’s expectations,
- guaranteeing the continuity in the treatment process to the patient,
- increasing the availability of diagnostics and treatment,
- shortening the waiting time for a surgery.
In the era of the ever increasing expectations and requirements of Customers, fierce competition and rapidly changing technology, it is not easy for medical facilities to operate. Financial results have become a primary issue for the development of the company, regardless of whether it operates in the production, service or commercial sector.
For a company to succeed financially it must first meet the requirements of its Customers. Until recently, companies themselves have been deciding what products or services they bring to the market. Currently, the market belongs to the buyers who have the greatest impact on the company’s success.
Medical facilities (hospitals, public (ZOZ) and non-public (NZOZ) health care facilities, private physician’s offices, etc.), wishing to operate efficiently among a growing number of competitors, are obliged to design their services in a way to meet the needs of patients.
In the health service sector, it is very important that the patient satisfaction with services provided is as great as possible. Satisfied patients using the services of outpatient clinics are the best advertisement, thanks to which the number of patients using the services of the company will grow.
The current times could be called the Age of the Customer. This means that in order to differentiate themselves and gain a competitive advantage, unconventional actions that go beyond the existing schemes, should be taken, and their main emphasis should be focused on the Customer. Linked to this is the need to have in-depth knowledge of the Customer’s expectations, getting to know his/her opinion and reliable involvement in shaping the relationship with the patient.