Fort Sanders Health System, a six-facility health care organisation in Knoxville, Tennessee, used the customer satisfaction index (CSI) as the core of its continuous quality improvement (CQI) model. It developed several blocks of training to help employees learn more about customer satisfaction and focus on areas for improvement. Following reports of customer satisfaction results, CQI teams focused on generating ideas and solutions in the areas that patients and physicians indicated they require...

BPIR Categories

3.2.1 Translate customer needs into product requirements
1.1.1 Customer performance/satisfaction measurement
6.4.1 Improve process/service performance

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