customer satisfaction

Question 1

1

Answer 1

Hospitals rely on CMS for reimbursement of
patient care

Question 2

2

Answer 2

CMS reimburses hospitals based on
a system known as the Inpatient
Prospective Payment System (IPPS)

Question 3

3

Answer 3

IPPS pays hospitals a
predetermined, fixed amount based on
a patient’s diagnosis and treatmen

Question 4

4

Answer 4

Hospitals are also eligible for incentive
payments (around 2%) based on the CMS
Value Based Purchasing (VBP) program

Question 5

5

Answer 5

This program is designed to reward
hospitals for providing high quality
care and better experiences for
patients

Question 6

How is patient experience measured?

Answer 6

Hospital Consumer Assessment of Healthcare
Providers and Systems (HCAHPS) measures
or rely on third-party providers
approved by CMS, such as Press Ganey Associates or
Gallup, to administer and interpret quality patient
satisfaction surveys.

Question 7

Customer Satisfaction

Answer 7

Customer satisfaction is a psychological concept involving the pleasure of
getting what you expected and wanted/needed from an appealing
product/service and the total experience (not just the service or food

Question 8

service failure

Answer 8

A service failure is when the food, service, or atmosphere did not meet a
customer’s expectations
Anyway,
it’s more expensive to find a new customer.

Question 9

an operation that ensures a level of customer satisfaction

Answer 9

Select appropriate menu items
based on market research and
competitive analysis

Question 10

methods to gather data

Answer 10

-Customer
surveys
(online/written)
-Customer
interviews (face-
to-face, phone)
-Focus
groups/user
groups
-Observations
-Public postings
and reviews on
social media
-Mystery Shopper