mitc
23
qutf

A patient is an example of an internal customer.
False
Correct. A patient is an external customer.
True
Incorrect. A patient is an external customer.

In evaluating their satisfaction with health care services, patients look exclusively at the outcome of their illnesses.
False
Correct. There are many factors a patient evaluates to determine his or her satisfaction.
True
Incorrect. There are many factors a patient evaluates to determine his or her satisfaction.

The majority of dissatisfied customers express their concerns to staff.
False
Correct. Only 4% of dissatisfied customers express their concerns.
True
Incorrect. Only 4% of dissatisfied customers express their concerns.

It is better when the dissatisfied customer goes elsewhere for health care, because he or she is no longer complaining to staff all the time.
False
Correct. A dissatisfied customer will tell 8 to 10 others about the poor service.
True
Incorrect. A dissatisfied customer will tell 8 to 10 others about the poor service.

Most lawsuits brought by patients are the result of a poor outcome to their illnesses.
False
Correct. Most lawsuits brought by patients are the result of poor interpersonal relationships with health care workers.
True
Incorrect. Most lawsuits brought by patients are the result of poor interpersonal relationships with health care workers.

Conducting surveys is the best way for health care workers to ensure that their patients have positive experiences when receiving care.
False
Correct. The best way is to listen carefully to what the patients say and how they say it.
True
Incorrect. The best way is to listen carefully to what the patients say and how they say it.

