Impact of Customer Care on Organizational Performance: A Case Study of Musana Community Hospital, Iganga

Abstract

The study aimed at investigating the impact of customer care on organizational performance at Musana community hospital Iganga. The objectives were to examine the indicators of customer care at Musana Community Hospital and examine the impact of customer care at Musana community Hospital in Iganga District. The study used cross sectional study design. Stratified simple random sampling was used to obtain 56 respondents.Data was analysed using statistical package for social science ( SPSS) and presented in form of tables. The findings revealed that the indicators of customer care include; identifying feelings with those of the patients which reduces their complaints, satisfying the healthcare needs of patients, having healthcare practices that have the ability to retain and attract new patients and the impact of customer care on organizational performance include; promoting patient retention and increasing profits. The study concludes that customer care in form of empathy, fully satisfying the healthcare needs of patients, actively listening to patient's problems and Handling patient's complaints is important in attracting and retaining patients in the Hospital and customer care enhaces patient satisfaction, improves brand image, gives a competitive advantage to the healthcare center, improves patient experience and engagement hence increase profits for the Hospital. Therefore, the study recommends that the management of Musana Community Hospital should consider promoting effective communication of customer value reminding all the medical personnel on how valuable the customers are. Additionally on going training employees to enhance unique customer care when dealing with patients should be implemented at the Hospital.