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