MANAGING SERVICE DELIVERY
PASSED BY: RONALD M. INFANTE
PASSED TO: BALA NAIR
PROMOTING SERVICE QUALITY – AUCKLAND DISTRICT HEALTH BOARD
First we have to define what service quality is, service quality this is where we assess either the delivered service is doing well on the client expectations. We are doing the assessment method in order for us to assess our quality service we provide to our beloved customers to make improve to our service and immediately recognize the problems for the sake of client’s satisfaction (service quality, 2015).
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In order to achieve service quality we have to use the 6 service dimensions, what are those? These are the patient centeredness, equity, safety, efficiency, effectiveness, and timeliness. First is safety, safety means we do no harm to our client with our care example of this is the New Zealand Red Cross, there are promoting first aid training so that when someone experiencing cardiac arrest, heart attack or even drowned they know how to do the proper way of giving CPR to the victim hence promoting harmless safe rescue.
Second effectiveness it means matching science to care so if science said if that this drug can help up within this illness or disorder of course we will use that drug but when science said this can’t help we will not use that drug, in conclusion averting overuse of things that can’t help and assuming using the things that do help avoiding under use, that’s effectiveness learning science with care.
Third patient centeredness our client have the power to control of his own care, they have the decision on what affects in their health, so by giving these they have the option on what to do in their own care.
Fourth timeliness, Air New Zealand have a system build to east the time waste of their clients in result many of their passengers come again to them because of their good services they provide. So we have to follow the footsteps of Air New Zealand by evading delays people are familiar with waiting, we waiting for an appointment to see the doctor or we wait a long time into see the doctor in emergency room, timeliness is important dimensions of service quality, you don’t want a wait everywhere on the health care service so timeliness is decreasing delays.
Fifth efficiency like Caltex they doing improvement for their fuel to make a high grade fuel efficiency for their beloved customer that’s is why they are the leading gasoline provider now a days. Efficiency is the way we stop wasting unnecessary procedure or stuff so that the time need on that care is been serve well in the fullness and timely.
Sixth equity that means closing the gap in justice of health care basically right now the biggest predictor of your health status in our country remain is your race, you know someone race someone know about their future in health you don’t know most anything I can tell you about them, a black baby born in the city bottom more this years has a life expectancy of a male it’s a seven or eight years less than white baby that’s the quality dimension to equity (Defining Quality: Aiming for a Better Health Care System, 2012).
Patient centeredness, equity, safety, efficiency, effectiveness, and timeliness those are the names of dimensions of quality that the Auckland District Health Board should work on.
Gap 3 Gap 4
Gap 1 (Quality) (Design)
Gap 1 (Client) this is between what the client expect and what CEO think client’s expect, for example am the client and I go to a five star hotel so I expect when I came there is a parking space available for me, a free movie ticket or a ticket with a best show, a high fast speed free Wi-Fi internet and when I don’t get all this thing no matter what good experience is there is a gap because I don’t get what I expected to have and that disappointed me so what must the CEO do, do a market research, evaluate yourself and your service, put your shoes to client so you will know what is there expecting with your service will provide for them to satisfied there expectation.
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Gap 2 (Management) this is gap between what Health Care Staff perception what kind of service they provide for the client and what the CEO perception what his Health Care Staff expected to do. For example hand over of the patient to another health care staff, here is the scenario I night nurse shift is waiting for her hand over shift because her time of care is over then the morning nurse shift came and she just told the patient name and where his room number and she walk away, so there is a gap of improper hand over so this is what the nurse perception, so what the CEO do, do a meeting so the address of improper hand over is solve.
Gap 3 (Quality) the contrast between what standards a firm is supposed to deliver and the job actually gets delivered. For example vital signs procedure, a nurse is checking the vital signs of the patient without the proper equipment’s he just using his clinical eye for example he touched the forehead of the patient and suddenly said your temperature is 37 degree Celsius so there is the gap about service quality, so how do we solve it by using the proper equipment using to check the vital signs like thermometer.
Gap 4 (Design) the difference between what external clients perception and what it actually does for them, example is there is a program for weight loss and it said you can loss 20 kilos for just 2 weeks and there is the gap, so how we solve it tell the most accurate result like loss 3 kilos per week by the use of attending to dietician and physiotherapy experts.
Gap 5 (Futuristic) the difference between clients expectation and perception, now if we solve this all kinds of gaps I guarantee you all our client/patient experience our service will come back to us seek medical attention (The GAP Model for Service Quality Improvement, 2012).
I also want to implement Kanban in our hospital, Kanban is a scheduling system it can help us to manage our time in dealing with our patient. How can affect us? It scheduled our time by doing the 3 process to do, in process, and done. By this it will help us to list what the things to do example for this day, what are the things that are in process, and what are the things that are currently done. So it help us to simply understand what we are going to priorities to decrease the chance of forgetting it.
Also we need to implement the lean system in our hospital it is a process of eliminating useless waste, like overproduction of unnecessary supply. What are the advantages of this first reduce the unwanted supply of medical equipment like gloves, mask, disposable gown, etc., second decrease the unnecessary medicine that usual don’t use. third advantage is we can maximize our profit using this system because we are reducing the useless things in our hospital, means we can focus the money on other things that is useful to prevent shortage of equipment’s, tools, medicines, etc.
10 Principles of Good BPM,
- First context-awareness example the work must be specific just like to orient someday new so that the rules or procedure he will do are clear.
- Second continuity monitoring of procedure that is up to date or current.
- Third enablement all the employee must involve of the organization or in participation in committee
- Fourth holism every ward or department have the same idea or concept about the procedure of what they are doing.
- Fifth institutionalization the rules and responsibility of the organization must be implement and practice, it can’t make on the spot the procedure unless it was crisis.
- Sixth involvement sharing of thoughts and ideas of everyone just like brainstorming it can help promoting good teamwork.
- Seventh joint understanding, language is the universal tool we use to communicate with each other, especially English language because this is the universal language we use globally.
- Eight purpose, what is the reason why we doing something, something that we can help our clients/patient in their healing process.
- Ninth simplicity, the service quality must not compromise by the cost of health care.
- Tenth technology approach, using technology now a days are great it made our task easier to do, for example using IT in our database it help us to find the data of the patient more easier rather than the old one of searching for a papers or stuff.
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