A growing body of research is discovering what clients
want and how to measure client satisfaction. In both developed and
developing countries, clients share seven major concerns
What Clients Want:
Respect. Clients Want to Be Treated With Respect and
Friendliness. Clients Interpret Courtesy, Confidentiality, and
Privacy As Signs That Providers Are Treating Them As Equals
Understanding. Clients Value Individualized Service and
Prefer Providers Who Make the Effort to Understand Their Particular
Situation and Needs.
Complete and accurate information. Clients value
information.
Technical competence. Clients can and do judge the
technical competence of the services they receive, although they may
not use the same criteria as providers and they may not be
technically accurate.
Access. …clients want ready access… A convenient
location and prompt service are important, but access also means
that services are reliable…
Fairness. Clients want providers to offer thorough
explanations and examinations to everyone alike.
Results. Clients come for services for a specific purpose.
They are dissatisfied when told to come back another day or to go to
a different facility, or when providers dismiss their complaints as
unimportant
Source: The Johns Hopkins School of Public
Health, 111 Market Place, Suite 310, Baltimore, Maryland 21202-4012,
USA Volume XXVI, Number 3 November, 1998 Series J, Number 47
"PatientEase provides a much clearer view of what's
going on, the ability to explain registration problems to Management
and the ability to address these issues."
Registrars
Holy Cross Hospital
Ft. Lauderdale, FL
"Wait times reduced from 20 minutes to 11 minutes ... "
"PatientEase provides statistics, that were
previously unavailable, allowing us to determine the cause of
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"GlobalView is especially useful for the ability to
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Registrar Manager
Holy Cross Hospital
Ft. Lauderdale, FL
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