Health Care

Exercise Content

Developing Customer Loyalty:

After reading Chapter 7 of the textbook which is all about creating Customer Loyalty, I want you to write a paper on at least 2 health care providers, hospitals or clinics, in South Florida that are renowned and proven to offer excellent care and have a strong customer loyalty.

You should write a minimum of 2 pages explaining well (with facts), why they are well known and why they have many loyal customers.

Book Essential of Health Care Marketing fourth edition by Berkowitz

Use APA 7 Format, and list all your references.

ANSWER

Developing Customer Loyalty

Good customer service is imperative in every industry, more so in the provision of quality healthcare. Health care professionals assist patients in their most vulnerable state. Therefore, the way a nurse, doctor, receptionist, and other hospital staff interact with their patients profoundly impacts the patients’ experiences. Patients require personal attention and thorough communication about their health; therefore, a hospital may have the best technology and infrastructure but fail to satisfy their patients due to poor customer service (Berkowitz, 2021). This article evaluates Cleveland Clinic Florida and Baptist Health Florida, some of the best healthcare centers in South Florida, and why they are renowned for their excellent customer loyalty.

The Cleveland Clinic is a large non-profit medical center located in Cleveland, Ohio. Cleveland Clinic was founded in 1921 with the mission of “better care of the sick, investigation of their problems, and more teaching of those who serve,” which they have vehemently maintained to date (Stoller, 2014). The Clinic’s distinctive features include a closed staff, salaried, physician-led group practice. Additionally, the institution conducts reviews for all their physicians’ and leaders’ performance annually. The Clinic has demonstrated long-standing clinical excellence, with a constant standing as the best cardiovascular care center in the US.

Cleveland Clinic’s health system maintains a high ranking at customer loyalty due to its systematic approach to performance improvement. The Clinic pursues three goals: to improve the patients’ experience of care, quality, and satisfaction, improve population health, and reduce healthcare costs (Stoller, 2014). Health concerns cause anxiety among patients and their families; therefore, health practitioners should be empathetic and handle them with compassion. Cleveland Clinic is committed to putting patients first, making it rank top in the US and globally. Consequently, the institution is ranked top as a medical tourism destination attracting visitors from many countries. Further, the institution demonstrates high transparency through its annual outcomes book publication that contains non-risk adjusted outcomes. (Stoller, 2014) An example of an outcome included is the survival post cardiac surgery. The Clinic’s excellent customer service and prioritizing patients is proof of why it has high customer loyalty.

Baptist Health Florida is another high-ranking medical institution due to its outstanding customer service. The hospital is well known for its commitment to serve its patients with generosity and compassion. The institution satisfies their customers’ needs as they fulfill their mission of improving individuals’ health and well-being and promoting sanctity and preservation of life (Baptist Hospital of Miami, 2020). Great place to work, and Fortune named Baptist Health as one of 2019 top 100 companies to work for; this means that employees in the institution feel valued and respected. The employees enjoy several benefits, including on-site child care, free online and on-site educational offering, a good retirement plan, and interest-free loans. Happy and satisfied employees show their appreciation by providing quality care to their patients. Once the patients receive quality care and services, they are highly likely to return to the same institution and recommend it to family and friends.

Baptist Health Florida can maintain high customer loyalty through its highly skilled staff and the use of the latest technology. The hospital has received several awards for its exemplary customer service. In 1996, Baptist Health received a Governors Sterling Award for total quality management. In 1998, The American Nursing Association Credentialing Center recognized Baptist Health as a Magnet Hospital for nursing excellence. The institution has remained a Magnet Hospital through to 2021. The hospital is also known for offering ample parking for visitors in the hospital and a public transportation drop-off point and accepting insurance from various insurance providers (Baptist Hospital of Miami, 2020). To maintain quality customer service, hospitals ought to meet certain requirements such as hiring the right people, constant training, holding staff accountable, rewarding top performance, and taking patients to feedback into consideration.

References

Baptist Hospital of Miami. (2020). About Baptist Hospital. Nursing and Health Sciences Research Journal.

https://baptisthealth.net/locations/hospitals/baptist-hospital-of-miami

Berkowitz, E. N. (2021). Essentials of Health Care Marketing.

https://books.google.co.ke/books?hl=en&lr=&id=1fEfEAAAQBAJ&oi=fnd&pg=PP1&dq=Essential+of+Health+Care+Marketing+&ots=nl50L_5zMS&sig=MPzz0TqRKmSyKC7EeeN29LzhnmU&redir_esc=y#v=onepage&q=Essential%20of%20Health%20Care%20Marketing&f=false

Stoller, J. K. (2014). The Cleveland Clinic: a distinctive model of American medicine. Annals of translational medicine, 2(4), 3

https://doi.org/10.3978/j.issn.2305-5839.2013.12.02