ABSTRACT
Security and customer service are synonymous in healthcare. For decades, hospitals have tracked security and safety satisfaction as part of their overall patient satisfaction process. Many believe that the security officer stationed in the main lobby or in the emergency department waiting area has a direct influence on the overall satisfaction of patients, visitors, and staff who utilize the hospital’s services. New research focuses on customer loyalty as opposed to satisfaction, determining that patient loyalty is more important than satisfaction because loyal patients are more likely to continue to use the services of hospitals that meet their particular needs. In healthcare, patient satisfaction is sometimes focused on beautification and cleanliness. The most powerful predictors of citizen satisfaction with the police have more to do with how police treated them than with completion of their call. For the police, this means putting more officers on the street, increasing the ability for the police to be present, and hence more attention.
