Consumer Relations

Effective Consumer Relations
Name
Institutional Affiliation
Date
Abstract
One of the most crucial aspects in the healthcare industry is consumer relations. Notably, healthcare providers understand the expectations and general attitude of their consumers through an analysis of consumer feedback data and surveys. In this case, the paper provides reviews data collected from patient surveys and provides an analysis to depict the most probable outcome towards consumer relations. Additionally, four aspects have been examined within the surveys. They include hospital cleanliness, overall patienmt satisfaction with doctors, average patient wait time and overall patient satisfaction with hospital. The analysis is done by comparing the aspects’ current performnace with the projected goal. The analysis finds out that average patient wait time was the hospital’s strength since the current performance was surpassed by two minutes which is less than the goal. The current performance of the overall patient satisfaction with doctors shows the hospital’s weakness as it’s at 7.6 which is 1.6 less than the goal. Overall satisfaction with the hospital could be transformed into a strength in patient satisfaction as it’s seen as an opportunity from its current performance which is 0.5 more than the hosptal’s goal.
Keywords: consumer relations, patients, satisfaction, performance, healthcare
Effective Consumer Relations
You are working as a manager in a local hospital. You received some patient satisfaction survey data, and you were asked to review the data and consider the impact on consumer relations.

Review the Patient Satisfaction Survey below:
Hospital Patient Satisfaction Survey
Patient Satisfaction Indicator Current Performance Goal
Hospital cleanliness 8.2 > = 9.2
Overall patient satisfaction with doctors 7.6 > = 9.2
Average patient wait time 13 minutes < = 15 minutes
Overall patient satisfaction with hospital 9.7 > = 9.2
Complete the following prompts based on the chart provided above.
Patient satisfaction strength
Identify a patient satisfaction indicator that could be considered a strength for the hospital based on its current performance and the hospital’s goal.
Identify a strategy the hospital could use so that this indicator remains a strength in patient satisfaction.
Average patient wait time is the hospital’s strength since its current performance is at 13 minutes which is two minutes less than the goal.
Patient wait time can have a powerful upshot on overall patient satisfaction. Gathering patients’ information before their scheduled appointment is an effective way to reduce the patient wait time. This could be done by enabling patients to fill out any forms at their own convenient time to allow their paperwork to be completed before the apointments so as to rule out any possible delays at check-in.
Patient satisfaction weakness
Identify a patient satisfaction indicator that could be considered a weakness for the hospital based on its current performance and the hospital’s goal.
Identify a strategy the hospital could use so that this indicator does not remain a weakness in patient satisfaction.
Overall patient satisfaction with doctors could be a weakness for the hospital as its current performance is less than the hospital’s goal by 1.6.
To rule-out this weakness, doctors should prioritize communication as patients regard staying informed essential in their recovery. Doctors should therefore offer helpful information and ensure transparency during check-ups. They could do follow-ups through patient portals, email and other possible channels.
Patient satisfaction opportunity
Identify a patient satisfaction indicator that could be considered an opportunity for the hospital based on its current performance and the hospital’s goal.
Identify a strategy the hospital could use so that this indicator could transform into a strength in patient satisfaction.
Overall patient satisfaction with hospital could be considered as an opportunity for the hospital as its current performance exceeds the hosptal’s goal by 0.5.
So as to transrform this indicator into a strength, providers should have an honest overall assessment of their services. This may enable improvement of the overall experience as patients will assist them to uncover the most efficient ways to improve patient satisfaction.
Explain the importance of effective consumer relations in the health care industry.
Consider the role data (e.g., surveys) plays in effective consumer relations.
Consider the role communication plays in effective consumer relations.
Data obtained from the satisfaction surveys assists in gauging patients’ perceptions in the health care industry (Aiken et al., 2012). These surveys are considered invaluable tools for improving communication within the health care industry. Continuity in gauging patients’ satisfaction and enacting quality improvement initiatives improves the overall experience and may diminish the risk of litigation.
Communication is always considered one of the most important ways in ensuring patient satisfaction, quality patient care, and also allowing heath care industry to engage patients in health care decisions (Aiken et al., 2012). This creates an effective consumer relation as there is always interaction between patients and providers hence mitigating risks.
Cite any peer-reviewed, scholarly, or similar references used to support your assignment
Aiken, L. H., Sermeus, W., Van den Heede, K., Sloane, D. M., Busse, R., McKee, M., … & Tishelman, C. (2012). Patient safety, satisfaction, and quality of hospital care: cross sectional surveys of nurses and patients in 12 countries in Europe and the United States. Bmj, 344, e1717.
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