The HLA Hospital Universitario Moncloa (HUM) is the HLA group's largest healthcare facility that offers multidisciplinary healthcare of the highest quality to all our patients. HUM has developed a clear and sound strategy, which fully supports the Vision and Mission set by the Board of Directors. The strategy, based on five strategic lines, is very strong to secure their leadership position; optimise their finances; expand their Open Hospital model; increase their effectiveness and efficiency; perform as a University Hospital; develop their capabilities and competence to secure the patient relationship and gain new patients.

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.3.1 Build customer relationships
14.3.3 Implement an org-wide continuous improvemnt program
14.3.4 Conduct a business excellence assessment.
15.2.1 Customer satisfaction, accolades, awards
7.3.2 Manage customer complaints

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