Who are considered 'external customers' in a hospital context?

In a hospital context, external customers refer to those who interact with the healthcare facility but are not part of its internal operations. Patients and their families represent this group because they seek services from the hospital for health-related needs. They directly influence the hospital's reputation and success through their experiences and satisfaction with the care provided. Understanding their needs and expectations is crucial for a hospital's quality improvement efforts and service delivery.

In contrast, internal customers consist of hospital staff, departments, and administration, who work within the organization. These groups are essential for the operational functioning of the hospital but do not fall under the category of external customers, as they are part of the overall healthcare team delivering services.