QI: External and Internal Customers

TD 435 2/2
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TD 435 2/2
Internal and external customers are both crucial to an organization. On the one hand, internal customers ensure that external customers receive the best quality of products and services. On the other hand, external customers determine the kind of services and goods produced through their individual needs. In healthcare, understanding internal and external customers' role is essential because it contributes to the quality of care. This paper explores internal and external customers in healthcare and why quality improvement in this sector should focus on customer needs.
Internal customers in healthcare constitute medical professionals, shareholders, and other stakeholders. Medical professionals are the most critical part of the healthcare sector. Their knowledge and competence ensure that patients are cared for and that their health and well-being are maintained (Hinson et al., 2020). Healthcare organizations are required to train medical professionals as part of improving the quality of care. Simultaneously, medical professionals are expected to stay updated on current medical research to inform their practice better.
Shareholders in healthcare are mainly made up of the government, non-profit organizations, and international organizations. These organizations are obligated to fund the healthcare sector so that the public can receive affordable healthcare services. Stakeholders in healthcare include the government, the local community, suppliers, regulators, and affiliated organizations (Hinson et al., 2020). The role of the stakeholders is to monitor the healthcare sector, formulate laws, and enforce them. Other stakeholders, such as the local community, provide checks and balances to ensure that the public's health needs are met.
External customers within the healthcare sector are patients. The health and well-being of patients is the pri...