Managing for Excellence in Hospital Institutions

Recent financial pressures in the hospital industry have led to an extreme cost‐consciousness for both hospitals and patients. Growing competition and consumerism have forced hospitals to renovate their organisational structures and cultures, devise strategic plans, and implement marketing plans. Hospitals now walk a tight‐rope between cost containment and health care quality. Two fundamental areas that hospitals should consider in order to build and maintain a loyal customer base are a customer‐oriented philosophy and a better utilisation of the workforce.