Long arrived the demand for service in the field of health. Successful positioning on the health care market of the future cannot do without service excellence. The deal making with the services provided by hospitals, clinics and physicians in the focus of critical viewing of service has moved since the discourse on health care reform”at the latest. Capped by a superb social system patients could take so far – largely free – medical services and certainly also once allowed bypassing with the scope, quality and success. Now in the age of increasing customer responsibility”in the health care sector: probed the customer, if the customer chooses, decides the customer …und of primarily the customer pays, suddenly focuses on aspects of the differentiation that promise added value and increase the profit for the customer the attention. Patients are no longer solely interested to maintain or restore your health, but increasingly on extra services”, by individuality, personality,. Relationship, relevance and in particular sense to the own welfare”can contribute.
From the previous compulsory health providers must suddenly optional wellness supporter”, should provide not only highly professional treatment results, but meet also insgeheime experience and entertainment needs of the customers. This includes not only the obvious inclusion in medical decisions, treatments and methods, but also the design of service atmosphere”, with personal needs, lifestyles and values the customers to take their doubtless bond. The patient of earlier days surrendered the regulations of the medical sovereign, the customer of today – well informed and with increasing entitlement attitude is as co-creator of the health service. Own experiences and social exchange in the network also sharpen views selection criteria of appropriate health care providers: customer orientation is a mere matter of course and Service excellence is worth already a recommendation. “Bottom line: A service recipe” not there yet. But an appropriate philosophy for healthcare providers would suitable, who want to position itself successfully in the future on a vast mass market and at the same time build on a reliable customer favor.