An Evolving Customer Service Plan at Keller Army Community Hospital: Doing More with Less and Doing it More Nicely

Abstract

Customer service is a critical determinant of patient loyalty. Exceptional service leads to high levels of satisfaction which, ultimately translates into higher patient enrollment. To be successful, the Military Health System (MHS) must demonstrate the ability to change and be focused on meeting customer needs. The Department of Defense is now offering a comprehensive medical program called TRICARE. The Surgeon General of the Army recently stated that "TRICARE is the future" and "If we expect to survive as an MHS, we had best get on board." Knowledge of customer service/patient satisfaction offers insight into the MHS-patient relationship and other essential components associated with health care delivery.

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Document Details

Document Type
Technical Report
Publication Date
Apr 01, 1999
Accession Number
ADA420253

Entities

People

  • James R. Kelley

Organizations

  • Keller Army Community Hospital

Tags

DTIC Thesaurus Topics

  • Business Administration
  • Customer Services
  • Delivery Of Health Care
  • Department Of Defense
  • Employment
  • Health Care
  • Health Care Facilities
  • Health Services
  • Hospitals
  • Management Personnel
  • Medical Personnel
  • Military Facilities
  • Military Hospitals
  • Military Medicine
  • New York
  • Personnel Management
  • Physicians

Fields of Study

  • Medicine

Readers

  • Economics
  • Medical or Health Care Field.
  • Military History of the United States in the 20th Century.