Sunanda Nayak

Jyotsna Bhatnagar

Amrita Rajesh percebeu que o médico sentado à sua frente se sentia desconfortável.

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In this fictional case, the leadership team at one of the largest multi-specialty hospitals in Noida, India, has established a new liaison position called the patient care executive. The concept was meant to be a win-win: patients and their families would get a better, more personalized hospital experience and doctors could spend less time managing patients and more time practicing medicine. Customer satisfaction scores, patient retention, and referrals are all up but the doctors have been complaining that the PCEs are incompetent and intrusive. The CEO has gotten wind that&#160;the PCEs are a factor in the hospital&#8217;s high doctor turnover and is trying to decide whether to get rid of the role altogether.

Case Study: Are Our Customer Liaisons Helping or Hurting?

Neste caso fictício, a equipe de liderança de um dos maiores hospitais multiespecializados de Noida, na Índia, estabeleceu um novo cargo de ligação chamado executivo de atendimento ao paciente. O conceito era para ser vantajoso para todos: os pacientes e suas famílias teriam uma experiência hospitalar melhor e mais personalizada e os médicos poderiam passar menos tempo gerenciando pacientes e mais tempo praticando a medicina. Os índices de satisfação do cliente, a retenção de pacientes e as indicações aumentaram, mas os médicos têm se queixado de que os PCEs são incompetentes e intrusivos. O CEO ficou sabendo que os PCEs são um fator da alta movimentação de médicos no hospital e está tentando decidir se deve se livrar completamente dessa função.

Estudo de caso: Nossos representantes de clientes est&atilde;o ajudando ou prejudicando?

In this fictional case, the leadership team at one of the largest multi-specialty hospitals in Noida, India, has established a new liaison position called the patient care executive. The concept was meant to be a win-win: patients and their families would get a better, more personalized hospital experience and doctors could spend less time managing patients and more time practicing medicine. Customer satisfaction scores, patient retention, and referrals are all up but the doctors have been complaining that the PCEs are incompetent and intrusive. The CEO has gotten wind that the PCEs are a factor in the hospital’s high doctor turnover and is trying to decide whether to get rid of the role altogether.

Estudo de caso: Nossos representantes de clientes estão ajudando ou prejudicando?

Resumo.

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