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Internal Marketing by Mohammed Rafiq, Pervaiz K. Ahmed

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Case Study 14

Provena: improving servicequality in the healthcareenvironment

Provena Covenant Medical Centre is a 280-bed healthcare facility in Urbana, Illinois. Provena has come to appreciate that quality customer service in hospitals includes more than just patients. Every employee – including physicians, executives, nurses and maintenance workers – plays a vital role in improving customer satisfaction.

Provena has taken a number of steps to ensure that all their employees know how they contribute to Provena's goal of superior customer service. These are outlined below.

Communicating customer service standards

Provena communicates to all its employees the importance of customer satisfaction and that each person plays a role in providing ...

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