A reputable hospital has quality ratings from patient satisfaction surveys but is still losing market share. For many years, health care organizations, as well as traditional businesses, have been frustrated that high customer satisfaction. Scores do not necessarily lead to higher levels of profitability or sales.
Prepare a report that examining this phenomenon that address the following elements:
– Evaluate and explain inconsistency between customer satisfaction scores and profitability and why it tends to exist in Healthcare organizations.
-Apply statistical procedures to support ( or refute) the inconsistency. ( health care organizations use patient satisfaction surveys but bias can occur and skew the results due to people’s own biases so some researchers must design more effective surveys.)
– Assess price vs. quality of services as well. as the impact of insurance or managed care. Contracts on a hospital’s market share, regardless of patient satisfactory levels.
– Explain how you could use high patient satisfaction results to your advantage when negotiating. a new managed care contract for the hospital. Discuss ethical issues involved when presenting results.
– Discuss how qualitative and qualitative data can be used to help this hospital improve market share.
The body of the resultant report should be 5-7 pages and include at least 5 relevant peer-reviewed academic/professional references published within the last 5 years.
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