Satisfactory with know-how service because it pays attention to the hearts of service recipients

Abstract

Introduction: According to the service satisfaction survey of Bangkok Hospital Phuket in 2021 in terms of recommending repeat services. Representing 80.1 percent, which did not meet the goal (89 percent) is an opportunity to develop to improve service quality. Including the results of a perception survey among Thai clients (n=525) and foreigners living in Phuket (n=162) (N=687) about the strengths of Bangkok Hospital Phuket. If compared to leading private hospitals in Bangkok Satisfaction with the service was only 1.36 percent, the speed of service was 5.64 percent, the place and the atmosphere was 10.31 percent. The rate of appointments of service recipients is likely to decrease. And service complaints tend to increase which is caused by Lack of forwarding the needs of service recipients. There are no guidelines for special services that are different from general customers. There is no clear system of care and person responsible for solving problems.

Objectives: 1. To design a personalized service (Personalized) 2. To increase good experience and engagement for new service recipients. Also maintain the old service recipient base. 3. To solve the pain point problem by developing a Digital Platform 4. To create satisfaction and engagement for internal and external service recipients that matches the target group.

Research methodology: Use the Business Model Canvas or BMC as a development tool, and proceed to develop according to Plan Do Study Act (PDSA) principles to develop work processes from Review & categorized. Existing customers focusing on Loyalty and High Spending can be divided into 3 groups: Elegant (continuous users, and high cost) Grand (continuous users high-loyalty group, group with the opportunity to develop into Elegant level), Charming (group with a tendency to continue using the service, group choosing to use the Membership service), followed by Set Personalized Loyalty program benefits. Then use the Customer Relationship Management program as the technology of choice that will help support the service activities of the hospital. The goal is to build a good relationship between customers and hospitals and to be used for collect important information of patients, training users and keep track of information.

Discussion and Results: The development results showed that overall service satisfaction level in June 2021-July 2022 continued to increase in 2022. Highlights of Bangkok Hospital Phuket, if compared to leading private hospitals in Bangkok service satisfaction for 68.26 percent, speed of service for 43.11 percent, and location and atmosphere for 85.62 percent

Summary: Customer Relationship Management is the technology of choice that will help support the service activities of the hospital. The goal is to build a good relationship between customers and hospitals.