Training Effectiveness of Front Office Staff on PatientHappiness-A Case of Super SpecialtyHospitalsin India

Abstract

This study examines the training effectiveness of front office staff on service quality at super specialty hospitals with special reference to Bengaluru city, India. Front office staff plays a crucial role in shaping the patient's first impression and reflection of overall experience later. Effective training is essential to enhance their skills, knowledge, and attitudes towards delivering exceptional service quality. This research aims to assess the impact of training programs on the performance of front office staff, focusing on key service quality dimensions such as responsiveness, empathy, assurance, and reliability. The study utilizes exploratory approach, using quantitative surveys from 150 patients visiting super specialty hospital were selected conveniently in Bengaluru city. Findings indicate that well-structured training programs significantly improve service quality, leading to higher patient satisfaction and better hospital reputation. Recommendations for hospital administrators include investing in continuous training programs and adopting a patient-centric approach to service delivery.