Factors Influencing Customer Satisfaction in Healthcare Centers: Designing Data Collection Tools

This study aims to understand the factors influencing customer satisfaction in healthcare centers. The study includes a questionnaire design and a test market study diagram. The research plan diagram is also provided.

Factors Influencing customer satisfaction in healthcare centres
Assessment 2: Designing Data collection tools
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Table of Contents
Research plan diagram................................................................................................................................2
Questionnaire design...................................................................................................................................3
Test market study diagram..........................................................................................................................6
References...................................................................................................................................................8
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Research plan diagram
Topic elections
denti ication o econdar dataI f f s y
Preparation o re earc propo alf s h s
Preparation o literat re re ief u v w
e cription o re earc met odoloD s f s h h gy
Preparin inter ie r eg v w/su v y
ollectin primar dataC g y
Anal in datays g
omparin indinC g f gs
recommendations
oncl ionC us
inali in and mi ionF s g sub ss
7/19/2018 8/8/2018 8/28/2018 9/17/2018 10/7/2018
antt artG Ch
Diagram: Gantt chart for the research study
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Questionnaire design
The study will apply the filed survey question for the healthcare center with the help of effective
closed-ended questionnaires. The researcher will select the respondents and gather their view on
the effective process and the factors that are highly influential for the development of customer
satisfaction in the healthcare center.
Survey questions
Personal detail
Name:
Contact:
Gender:
Marital status
Place of residence
1. I would prefer as the primary source of care? – a) I would generally prefer to visit the private
clinic or hospital; b) I would generally prefer to visit my personal doctor; c) I would generally
prefer to visit the state or the government hospital
2. The hospital provides their service according to the promised data as well as time – a)
Strongly agree; b) agree; c) disagree; d) strongly disagree
3. The skill of the staff members within the hospital sector is highly effective – a) strongly agree;
b) agree; c) disagree; d) strongly disagree
4. The doctors are all time available within the hospital sector – a) strongly agree; b) agree; c)
disagree; d) strongly disagree
5. The doctors and the staff members clearly understand the need of their patient and provide
suitable service – a) strongly agree; b) agree; c) disagree; d) strongly disagree
6. The length of time that a patient have to wait for the treatment is reasonable – a) strongly
agree; b) agree; c) disagree; d) strongly disagree
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7. The treatment process is effectively explained by the doctors and the nurses – a) agree; b)
disagree
8. I have doubt on the treatment process of the healthcare center that they provide effective
treatment or not? – a) Very possible; b) possible; c) Impossible; d) very impossible
9. Numerous patient are visiting the healthcare center in a day for numerous reason. Have you
ever visited the healthcare center for any kind of check-up or treatment? A) yes; b) no
10. Do you think that the emergency system within the healthcare center is much responsive and
effective at the time of emergency? A) yes; b) no
11. In your opinion, how you are going to rate the performance level of the healthcare center
towards the patient? – a) excellent; b) good; c) fair; d) poor
12. Did you hear about the healthcare center from: - a) friends or relatives; b) newspaper; c)
work; d) television or the radio
13. From where did you gather most of the information regarding the various factor of the
healthcare center? – a) radio; b) newspaper; c) other patient; d) doctor; e) internet
14. In your opinion, how crucial is the satisfaction of the patients for the healthcare center? – a)
high priority; b) mid-level priority; c) low priority; d) do not know
15. In a hospital sector there are numerous patient for day and night and for that in most of the
cases the reception get busy and also sometime out of order; are you satisfied with the reception
service that is being provided in the healthcare center? – a) satisfied; b) partially satisfied; c) not
satisfied
16. in most of the cases it can be seen that there are huge queue at the emergency and this cause
some of the serious problem for the patient; in this case are you satisfied with the queue system
at the registration counter? – a) satisfied; b) partially satisfied; c) not satisfied
17. In your opinion, are you satisfied with the attitudes of the staff members and the nurses
towards the patient at the waiting area in the healthcare center? – a) satisfied; b) partially
satisfied; c) not satisfied
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18. The time management within the hospital sector is considered to be the vital aspect; in your
opinion, are you satisfied with the time interval that is being provided to the patient arrival along
with the physicians? – a) satisfied; b) partially satisfied; c) not satisfied
19. The entire process of the hospital management is time consuming for most of the cases. In
the healthcare center are you satisfied with the process of admission and the time taken for that?
– a) satisfied; b) partially satisfied; c) not satisfied
20. In the present days the doctor have to admit the patient then they have to verify for the police
case is required. Are you satisfied with the new policy and the rules that is provided to the
hospital sectors regarding the admission of the patient? – a) satisfied; b) partially satisfied; c) not
satisfied
21. From the view of your entire experience with the appropriate healthcare center, would you
like to recommend this to the other people? – a) high recommended; b) not recommended
22. The healthcare center have numerous issue regarding the treatment process and the
appointment of the doctors? – a) strongly agree; b) agree; c) disagree; d) strongly disagree
23. Having the effective insurance plan help to maintain the treatment process within the
healthcare sector in term of money and also other facilities. – a) strongly agree; b) agree; c)
disagree; d) strongly disagree
24. The wait time for the doctors and the nurses during the night time is high efficient as they try
to provide the facilities within the shortest time. – a) strongly agree; b) agree; c) disagree; d)
strongly disagree
25. The timing for the consideration of the family and the visitors to the admitted patient is also
high effective for the people. – a) strongly agree; b) agree; c) disagree; d) strongly disagree
26. The number of patient that is allowed within the hospital room to visit the patient is one and
this is quite effective for maintaining the health safety of the patient. – a) strongly agree; b)
agree; c) disagree; d) strongly disagree
27. In your opinion, are your satisfied with the concept that the children are not allowed as the
visitor within the patient room? – a) satisfied; b) partially satisfied; c) not satisfied
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28. In your rating what is the ability of the hospital management and the doctors to diagnose the
problem? – a) excellent; b) good; c) fair; d) poor
Questionnaires to staff member of the Healthcare center
1. In your opinion, how important is a patient for your organisation? – a) high priority; b) mid-
level priority; c) low priority; d) do not know
2. Does your healthcare center is having effective staff members to take care of the patients and
ensure their satisfaction level? A) yes; b) no; c) do not know
3. How often did your healthcare center organisation tract the satisfaction level of the patient and
provide effective healthcare facilities? – a) daily basis; b) monthly; c) quarterly; d) half-yearly; e)
yearly
4. Did your organisation initiate any program for the improvement of patient satisfaction level
within the healthcare center? – a) yes; b) no; c) do not know
5. In your opinion, what sector within your organisation required the most improved working
function for the development of patient satisfaction level? – a) physicians; b) managed care
plans; c) emergency department; d) nurses; e) hospital equipment; f) time taken for treatment; g)
waiting time of patient
6. In your opinion, why it is essential to improve the level of patient satisfaction for your
organisation? – a) high level of competitors within the market; b) damage of the healthcare
reputation; c) others
7. How will you rate the professionalism of the doctors and the nurses within the hospital sector?
– a) excellent; b) good; c) fair; d) poor
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Test market study diagram
Diagram: The patient satisfaction study test
The test market study diagram for the patient satisfaction level within the organisation allow the
firm to understand various process that is essential for the development of customer satisfaction.
In this case it can be seen that the patient within the healthcare sector are generally satisfied with
the level of treatment that they received from the hospital sector. The test market study is the
experiment that needs to be confirmed in the field of test market that is generally comprising of
the actual store along with the real-life buying situation. The entire process is having the
effective view on the development of test market for understanding the satisfaction level of the
customers within the market. The process of nursing case along with the treatment provided by
the doctors are highly effective for developing the satisfaction level of the customers within the
market. It is also essential for understanding the marketing mix which is mixed with the ascertain
consumer reaction. Providing valuable service within the hospital sector effectively help the
people to maintain their activity and their development process. The process utilised by the
administrative then the medical care and the doctors the vital to maintain the quality of service
that is being provided to the patients. It is the fact that a patient is considered to be the highest
priority for the healthcare center and for that providing the best quality service in term of
treatment and care is the primary aspect for the development of satisfaction level of the patient.
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References
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