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.
