Question

.1) The staff where you work tend to write off service excellence as “touchy feely nonsense.” Based on

what you read in the text, try to change their minds by describing at least three reasons to focus on

patient satisfaction and three techniques for providing outstanding service.

2) Using the knowledge gap hypothesis, explain why people of low socioeconomic status are often less

informed about health issues and why they tend to be harder to reach with health messages.

Answer 1

1 - Three reasons to focus on patient satisfaction are -

a - If the patient is satisfied, it will show that healthcare is providing better services.

b - It will create more revenue for healthcare.

c- It will provide various aspects of the healthcare

Three techniques for providing outstanding services are -

a - Treat the patient as a loyal customer.

b - Build a system that will respond quickly to the patients.

c - Ensure the safety and health management system in healthcare.

2 - People of low socioeconomic status are often less informed about health issues and they tend to be harder to reach with health messages because -

a - They are less educated.

b - They live in rural areas where there is very less chance of getting any knowledge and messages

c - They have very less income