Article ID: 2024-24
Objective: Tokyo Sakurajyuji group has established executive health checkup courses to encourage business owners to undergo medical checkups, as they have fewer opportunities to undergo medical checkups. A dedicated concierge takes care of the executive health checkup examinees from booking to follow-up after the checkup. The number of users was 15 in 2017, but has continued to increase, reaching 166 in 2022 through referrals. Business owners have sometimes brought their family members, especially their wives who have even fewer chances to receive health checkups. Additionally, requests for employee health checkups have increased. In the present study, we conducted a satisfaction survey of executive health checkup examinees.
Methods: Thirty-seven people who underwent executive health checkups at Tokyo Sakurajyuji clinics between January 2022 and January 2023 were included in the analysis. The degree of satisfaction was evaluated using a self-administered questionnaire and individual interviews. The items of the survey included physical aspects (hardware) of the facility environment, as well as human aspects (software), such as customer services and hospitality.
Results: Regarding the hardware aspects, 35 subjects (95%) rated the comfort of the facilities as good, followed by 32 subjects (86%) who rated the private room environment as good. However, air conditioning was rated lower, with only 22 subjects (52%) rating it as good. Regarding the software aspects, 36 subjects (97%) reported that the doctors' explanation of the results were good. Thirty-four subjects (92%) rated the coordination from reservation to confirmation and the examination items in the executive health checkup as good.
Conclusion: The hospitality services provided by doctors, paramedical staff, and concierge were confirmed to be important for increasing visit and repeat rates of executive health checkups. Busy businesspeople may require "timesaving" services. Thus, our one-stop, one-operation service in which the concierge acts as a liaison was recognized to be effective.
