Severance Hospital, 'Brand Customer Satisfaction Survey' #1 Medical Service Quality and Repurchase Division Highest
Jul 19, 2024
Severance Hospital was selected first in the general hospital category at the '2024 Brand Customer Satisfaction' award ceremony held at Lotte Hotel World in Jamsil on the 19th.
The Brand Customer Satisfaction Index (BCSI) is an indicator of a brand's future purchasing competitiveness with a national survey conducted annually by the Korea Marketing Association and Consumer Evaluation, an evaluation agency.
The BCSI survey, which marks its 10th anniversary this year, measured consumer confidence through a survey of 3,000 consumers from April 1 to 30 for businesses in 99 industries (50 consumer goods, 19 durable goods, 30 services).
The overall score according to the survey results was the sum of overall satisfaction, service quality, price, design, and repurchase intention scores.
Severance Hospital scored the highest among the survey models in 'Quality of Service' and 'Repurchase Sector'. In particular, it was evaluated that the convenience of hospital use through digital technology and a system that always collects opinions from visitors and provides feedback provided a patient-centered service environment.
Severance Hospital, which introduced the concept of 'patient experience' for the first time in Korea in 2012, has changed it so that patients can have a positive service experience in all processes of hospital treatment, including outpatient and ward.
A representative example of this is 'Honey Sleep Project'. Reduce unnecessary noise generation, such as maintaining the toilet lid to close slowly. In addition, it not only provided a sweet sleeping package (earplugs, sleep eye patches, etc.) to help patients sleep well, but also created a resting atmosphere in the ward through a sleep announcement in the evening.
In addition, patients are receiving feedback by sending Kakao notification messages after treatment in all the processes they experience in hospitals, such as hospitalization, outpatient, and emergency room treatment. The main opinions that came in like this are discussed regularly at the hospital operation meeting every week. After the meeting, all members are joining forces to improve the problem by designating a department in charge of solving the problem.
Severance Hospital is also leading the role of a senior general hospital called 'Cure for Severe Patients'. It started baryon treatment for the first time in Korea, and recently started treatment for pancreatic cancer, liver cancer, and lung cancer, which are called incurable cancer. In addition, the world's first 40,000 cases were achieved in robotic surgery, a state-of-the-art surgical method, last year.
Lee Kang-young, director of Severance Hospital, said "We will try to become a hospital that wants to come back through positive experiences of patients while treating high-tech incurable diseases with advanced medical care."
The Brand Customer Satisfaction Index (BCSI) is an indicator of a brand's future purchasing competitiveness with a national survey conducted annually by the Korea Marketing Association and Consumer Evaluation, an evaluation agency.
The BCSI survey, which marks its 10th anniversary this year, measured consumer confidence through a survey of 3,000 consumers from April 1 to 30 for businesses in 99 industries (50 consumer goods, 19 durable goods, 30 services).
The overall score according to the survey results was the sum of overall satisfaction, service quality, price, design, and repurchase intention scores.
Severance Hospital scored the highest among the survey models in 'Quality of Service' and 'Repurchase Sector'. In particular, it was evaluated that the convenience of hospital use through digital technology and a system that always collects opinions from visitors and provides feedback provided a patient-centered service environment.
Severance Hospital, which introduced the concept of 'patient experience' for the first time in Korea in 2012, has changed it so that patients can have a positive service experience in all processes of hospital treatment, including outpatient and ward.
A representative example of this is 'Honey Sleep Project'. Reduce unnecessary noise generation, such as maintaining the toilet lid to close slowly. In addition, it not only provided a sweet sleeping package (earplugs, sleep eye patches, etc.) to help patients sleep well, but also created a resting atmosphere in the ward through a sleep announcement in the evening.
In addition, patients are receiving feedback by sending Kakao notification messages after treatment in all the processes they experience in hospitals, such as hospitalization, outpatient, and emergency room treatment. The main opinions that came in like this are discussed regularly at the hospital operation meeting every week. After the meeting, all members are joining forces to improve the problem by designating a department in charge of solving the problem.
Severance Hospital is also leading the role of a senior general hospital called 'Cure for Severe Patients'. It started baryon treatment for the first time in Korea, and recently started treatment for pancreatic cancer, liver cancer, and lung cancer, which are called incurable cancer. In addition, the world's first 40,000 cases were achieved in robotic surgery, a state-of-the-art surgical method, last year.
Lee Kang-young, director of Severance Hospital, said "We will try to become a hospital that wants to come back through positive experiences of patients while treating high-tech incurable diseases with advanced medical care."
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