The principles of good service
Satisfaction = fulfilled expectations
The customer is the owner of his or her own case.
The customer has expectations when arriving for treatment.
The expectations have to do with both clinical procedures (I hope I'll recover) and the quality of processes (I hope I don't have to wait for nothing).
The expectations should be realistic, and it is possible to influence them.
Three big questions of the customer
What is my situation? Diagnosis.
What will happen to me in the future? Treatment.
How has my situation changed? Follow-up.
The customer as the owner of his or her own case must be able to know the answer to these.
The criteria of good service
The core is made up of the expectations and understanding of the customer's own situation and of the goals.
In addition to this several service quality elements must be taken into account.
Additional elements cannot, however, replace a lack in core issues.