Customer Advisor Group Summary

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Recommended: Importance of advocacy to patients

“Customer Advisor Groups: Another Way to Listen to the Marketplace” was educational to CAGs. I know patient surveys, even having town hall meetings/committees, but not CAGs. Therefore, this article was insightful to concepts of CAGs, giving a better understanding of the background, benefits and different types of groups classified under CAGs. I agree that it’s essential to listen to customers to develop customer- focused strategies; therefore, I like the idea of CAGs. However, with CAGs only targeting specific group(s), I wouldn’t have the same confidence in CAGs as I would with patient surveys. “Who Is a Hospital’s ‘Customer’?” introduced CMS, the Centers for Medicare & Medicaid Services, an organization unknowing to me. It’s amazing that neither patients nor physicians see patients as customers. Patients may not buy products as regular consumers do but they pay for provided services, making them customers. Not knowing this can be detrimental for hospitals, so I see how it was discovered that those hospitals that didn’t acknowledge this, were less successful reaching patient experience goals. It’s critical to know that you must improve patient care to improve patient experience, as the two correlate. However, as mentioned, it’s important to the find patient care satisfaction for each individual patient/customer. Allocating more resources for patient care is a very smart decision for hospitals as better resources equals better patient care results. And I definitely agree, “customer is always right,” is VERY problematic. …show more content…

Difficult at first, the article’s systematic approach was key to my understanding. The views from tables 2-8, were a big help focusing on significant material helping to create my

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