Customer Relations

Customer Relations

Introduction

The purpose of this study is to expand the boundaries of our knowledge by exploring some relevant facts and figures relating to the customer relation services at three different health care organizations. The customer relationships in health care organizations are a bridge between the consumer and the health service provider.

Type of organization and the services provided

For this purpose, I went to three health care organizations in Ohio, to assess their customer relationship management:

Adams County Regional Medical Center - Seaman, Adams County, Ohio

Adena Greenfield Medical Center - Greenfield, Highland County, Ohio

Ahuja Medical Center - Beachwood, Cuyahoga County, Ohio

Adams County Regional Medical Center

First, I went to Adams County Regional Medical Center located in Seaman, Adams County. In order to get the most relevant information regarding the customer relation services, I have talked to the Customer Relationship Officer, Mr. George.

According to Mr. George, the purpose of Adams County Regional Medical Center is to develop a culture of customer service excellence while recognizing the hospital's vision and mission. I've asked Mr. George that how has the organization developed a culture of customer service excellence. He was of the opinion that the hospital has an effective performance evaluation system, through which the best performers are recognized on monthly basis. Top performers are rewarded with bonuses (only if their actual performance points exceed the benchmark points). He further claimed that the system has so far proved to be successful, both in terms of employee satisfaction, and in terms of providing timely services to customer.

Adena Greenfield Medical Center

Next, I went to Adena Greenfield Medical Center located in Greenfield, Highland County, Ohio to collect relevant information regarding the customer relationship management at thes hospital. There, I have talked to Mr. Peter, the manager at customer relationship department responsible to entertain customers, face to face, ...