Customer satisfaction is primarily based on:
a. access to modern, up-to-date facilities.
b. availability of an extensive menu selection.
c. personal interactions with employees.
d. having to undergo fewer invasive procedures.
ANS: C
Correct: Interactions between employees and patients/families actually affect clinical outcomes, functional status, and even physiologic measures of health.
Incorrect:
a. Customer satisfaction is primarily based on relations with employees.
b. Interface with employees is the means to customer satisfaction.
d. Patients may fear or dislike invasive procedures, but the important consideration in customer satisfaction is the quality of interactions with employees.
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