Annex 1

REPUTATION

The most important thing for a hospital is its reputation.

A good reputation is achieved by
- good medical and nursing care, the basic reputation
- good services rendered
- real hospitality.

To have an excellent hospital, all the departments should be very good. If the
doctorsand the nurses are good, but the rooms are not clean, the patient and the family
will talk more about the non-cleanness than about the good medical and nursing care.
If all of the hospital is clean and well kept, and medical and nursing care is good, but
there is a problem with the bill and the patient is not treated politely, as a guest, by the
administrative employees, he will talk more about this behavior than about the good
care. So every employee of the hospital will influence how people talk about us

REPUTATION is how people talk about you (especially when you are not there!)

It takes a long time to build up a good reputation.

It can take only a minute to lose it.

Reputation is very important for the patient when she/he decides where to go to for
her or his disease. As education of young people improves and technology makes it
easier to inform yourself, more and more patients will make their own choice where
to go for what disease In Holland there are already websites showing where is the
best hospital for your disease. May be those lists do not exist yet in Aceh, but in 5
years they will come!

A reputation can be about 1 specialism, about the whole of the hospital or about a
special aspect. As Cempaka is a small hospital it cannot compete in the field of
technical equipment or advanced medical care with big hospitals. Instead, in the
reputation of Cempaka the human aspects can be number 1: “ In Cempaka you are
treated very politely, you feel like a guest, there is full hospitality”.
So, why not making hospitality the specialty of Cempaka?

If there are many patients coming to our hospital, it can grow big and there will be
many jobs. Few patients mean a small hospital and few jobs, and no patients mean the
end of the hospital and no jobs at all.
In the past we acted like the patient was depending of our hospital and our care. But
now we know that it is the opposite: we as a hospital are depending of the coming of
the patient.
When you go to a shop and you are not treated well or impolite, would you go back to
it? And would you tell the shop owner that you will not come back and why? In
business often is said: “Customers do not complain they just leave”.
Why would it be different as to hospital and medical care? It is not!

There are some more sayings, like

- A complaint of a patient or the family is a free advice.

- If you have complaints tell us, if you are satisfied tell others.

- Treat the patient as if she or he were your own mother.

(= like Mr. Kamal says: Serve the patient like you wanted to be served yourself)

Good news multiplier

The reputation is often built up during a long period, with positive stories and no
serious accidents at all.
About positive stories: If for instance a schoolboy is very well treated in Cempaka
and his family is very much satisfied, all the other children in the class will hear
about it and will talk about it at home. If the class has 30 children and at the homes
each has told 10 people (family, neighbors, etc.), then 1 × 30 × 10 = 300 people will
hear the good news of Cempaka. This is called the good news multiplier
But helas, there also is a bad news multiplier…..!