Effectiveness of the Customer Care Desk in Enhancing Patient Satisfaction at Muhimbili National Hospital - Mloganzila, Tanzania.

The study assessed the effectiveness of the Customer Care Desk in enhancing customer satisfaction at Muhimbili National Hospital -Mloganzila. Using a mixed-methods approach, 278 patients were randomly selected to complete questionnaires, while interviews were purposively conducted with 11 customer care personnel. The findings revealed that over 80.6% of patients preferred face-to-face engagement, and that staff used language that was generally clear, reliable, and appropriate. Information was provided in a timely manner, and most issues raised were professionally addressed and followed up. However, some cases experienced delays or lacked feedback entirely. The study identified opportunities to improve service delivery through the adoption of digital technologies, recruitment of additional staff, and expansion of feedback channels to enhance accessibility and responsiveness.