Today is a time of maximised health consciousness and sensitivity for everyone. Our concern about how we look remains a critical concern which sees us question what we eat, do or invest in, so that we feel and look the way we wish. However, the main challenge we face is the deficiency of knowledge on what determines our health. In respect of the same the providers of social healthcare do not necessarily have the knowledge nor orientation to deliver the best for the service user. So how does a marketing orientation (philosophy) make a difference in delivering excellent healthcare for a better quality of health for clients?
Marketing is a concept driven by a sustained focus on meeting the needs of the customer. The same philosophy has been used in healthcare as a way of making the patient (client, service user) the focus of the service delivery. In drawing parallels between excellence in healthcare and marketing insights into the essence of marketing are provided. Kotler, the high priest of marketing echoed a foundational statement of true marketing orientation in stating that, “Marketing calls upon each and everyone in the organisation to think and serve the customer.” So, if you are a client looking for care is this your consideration? Do you ask if the organisation is laser-focused on delivering quality service at every point of interaction.
In the marketing philosophy (concept) there are three phases of execution which follow a logical sequence of identifying the customer needs (focus on the customer), then embrace integration (all departments putting the customer first in their operations) and resulting in customer satisfaction. The healthcare terminology has embraced marketing thinking and orientation in using terms as person-centred, best interest, etc. Even with the celebrated ethical principles of autonomy, beneficence, non-maleficence and justice it does not automatically transform into excellence in delivery. A solid reliable system of service delivery is needed which defines a culture that pust the client at the centre of service delivery.
At Infinity Comfort Care we cherish knowledge and excellence in healthcare delivery and would appreciate your views on the same.
www.infinitycomfortcare.co.uk
