Asiakaspalautetieto ja sen hyödyntäminen sairaalan johtamisessa

Customer feedback information and its utilization in hospital management The aim of this study is to increase our comprehension of how customer feedback information is managed in the context of hospital management. The study is qualitative and built on case­study. Material were collected of two focus groups and it involved 13 leaders from different hospital management levels. Customer feedback information is collected simultaneously in several ways; oral feedback is not collected systematically. Customers provide feedback on service, care, friendliness and general hospital functioning. Customer feedback information is processed primarily by the unit attended by the customer. Physicians and nurses have a different role in customer feedback information processing. Hospital customer information processing is declarative and there is no uniform view on how to transfer customer feedback information between management levels. It is difficult to form a common conception of customer feedback information on the organizational level of this hospital