TY - JOUR T1 - Hospital customer service in a changing healthcare world: does it matter? A1 - Howard,J, PY - 1999/10/28/pubmed PY - 1999/10/28/medline PY - 1999/10/28/entrez SP - 312 EP - 25 JF - Journal of healthcare management / American College of Healthcare Executives JO - J Healthc Manag VL - 44 IS - 4 N2 - The healthcare industry is undergoing a rapid transformation to meet the ever-increasing needs and demands of the patient population. Employers and health plans such as HMOs are demanding better service and higher quality care, and hospitals are trying to tackle reimbursement cutbacks, streamline services, and serve a diverse population. Hospitals have begun to realize that to overcome these obstacles and meet the needs of the health care plans and consumers, they must focus on the demands of the customer. Customer service initiatives increase patient satisfaction and loyalty and overall hospital quality, and many hospitals have found that consumer demands can be met through initiating and maintaining a customer service program. This article describes how the administrator can create, implement, and manage customer service initiatives within the hospital. SN - 1096-9012 UR - https://www.unboundmedicine.com/medline/citation/10539203/Hospital_customer_service_in_a_changing_healthcare_world:_does_it_matter L2 - http://ovidsp.ovid.com/ovidweb.cgi?T=JS&PAGE=linkout&SEARCH=10539203.ui DB - PRIME DP - Unbound Medicine ER -