Customer Relationship Management

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Employee Responsibility
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Customer Relationship Management
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Customer Relationship Management

Customer Satisfaction

2019

2020

2021

2022

Customer Satisfaction

Outpatient:

85 %

Inpatient:

90 %

Outpatient: 86.42 %

Inpatient: 91.52 %

Outpatient: 89.42 %

Inpatient: 90.93 %

Outpatient: 93.11 %

Inpatient: 95.21 %

*Customer satisfaction is measured as: Referring to the measurement method of the patient satisfaction survey organised by the NHMRC, the question options "very dissatisfied", "not too satisfied", "more satisfied" and "very satisfied" were assigned the values of 1, 2, 3 and 4, respectively, and the index satisfaction was obtained after percentile differentiation.

**Customer satisfaction coverage of 1-2% of outpatient visits and 25-35% of discharges, 2019-2022.