Customer-oriented service in retirement homes
Grönlund, henrik (2010)
All rights reserved
Julkaisun pysyvä osoite on
The purpose of this thesis was to learn about the customer-orientation in public sector retirement homes in Rauma. Furthermore, the intention is to find ways how to improve the level of customer-orientation in the chosen retirement homes. The re-tirement homes that participated in the research were Kaunisjärvi, Marttilanmäki and Uusilahti. The objective was to interview nurses and managers to find out how they understand customer-orientation and are they able to give customer-oriented service. Further-more, residents and their family members were interviewed to understand how they have experienced customer-orientation and how to improve it. Parties involved in the research are going to benefit from the research outcomes. Research can improve customer satisfaction, which directly affects the atmosphere positively. This in turn can motivate and encourages the staff to maintain a high level of customer-oriented service. The theory part looks into what is customer-orientation in providing service in the retirement home field. The part is combined from customer-orientation, perception of service quality and the gap analysis approach to managing service quality, and how to implement customer-oriented service. The research was carried out in a way that the task was divided between me and six students from the Faculty of Social Services and Health Care of Satakunta University of Applied Sciences. I conducted audio recorded interviews with the nurses and managers at private premises. The students interviewed the residents and family members at the retirement homes with modified questionnaire, which suited the interviewees better. The answers of residents and family members were documented in writing. The conclusion made from the research was that both the staff and residents feel that retirement homes are under staffed. Moreover, the information flow has challenges in that there is far too little conversation between staff and family members. My sug-gestion is to create an online portal for regular information exchange where both private and public information is shared between the retirement home staff and residents and their family members.