I recently had to fill in a feedback form for Manipal Hospital during a general health checkup. I just mentioned in the suggestions box that the employees should avoid arguing amongst themselves in front of patients (i
experienced this)....having done so I forgot about it.
However the very next day, The dept. incharge called me up !! and asked me the employees responsible......Thus in that ways, the hospital seems to be actually working on customer feedback.
However they would need to do more than just screaming at the employees.
After all the SERVQUAL dimension of Assurance plays a very important role in the HealthCare Service.
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