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Gaining Customer Knowledge--What's Driving Patient Dissatisfaction or Delight?

The Institute for Healthcare Improvement , Center for Executive Education, Babson College, Boston, MA
5/30/96-5/31/96

Invited Speakers: Course Director: Eugene C. Nelson, D.Sc., M.P.H.
Director of Quality Education, Measurement and Research
Dartmouth-Hitchcock Medical Center

Nancy Mihevc, Ph.D., Senior Scientist
Lahey Hitchcock Clinic
Dartmouth-Hitchcock Medical Center

Program:
This course is designed for physicians, nurses, and administrators who want to learn
specific techniques to become more customer-driven and patient-centered.

Learn to:

--diagnose sources of customer disappointment/satisfaction and
identify factors that affect customer perceptions.

--conduct in-depth interviews and customer satisfaction surveys, implement focus groups,
and utilize other qualitative and quantitative customer research methods.

--determine if cost-cutting measures are sacrificing patient satisfaction and
gain competitive advantage using three definitions of "quality".


Registration :
For information call the Institute course team at:
617/754-4800

Deadline for Abstracts: none

Email for Requests and Registration: jbert2@ix.netcom.com


Posted by: ALISON MACDUFF Host: 165.254.162.41 date: May 14, 96 15:17:12
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