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Enhancing customer experience: key critical factors in consultations

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Resumo:This research identifies key factors influencing client satisfaction in healthcare, highlighting the significance of improving customer experience in consultations, hospitalization, and home hospitalization. It emphasizes global trends in customer empowerment and their impact on the healthcare sector. Through a comprehensive approach, including literature review and on-site fieldwork at CUF, tangible aspects like on-site services, time management, reliability, and empathy emerge as crucial dimensions. The study complements group efforts at CUF, focusing on analyzing customer touchpoints and feedback systems to develop a unified, patient-centered experience. Strategic enhancements promise to elevate overall client satisfaction at CUF, with potential applicability to other healthcare institutions or industries.
Autores principais:Teixeira, Iara Rafaela Alegria
Assunto:Consultations Customer journey Customer satisfaction Experience Healthcare
Ano:2024
País:Portugal
Tipo de documento:dissertação de mestrado
Tipo de acesso:acesso aberto
Instituição associada:Universidade Nova de Lisboa
Idioma:inglês
Origem:Repositório Institucional da UNL

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