Improving Service Quality Within University Hospitals

The healthcare sector is one where all key players should strive to ensure that they do not commit any errors in their operations; because it mostly involves the decision of life and death to a human being. Hospitals, therefore, have to ensure that they work towards ensuring that their patients feel satisfied with the service that they receive upon visiting the hospital. Hospitals remain assured to improve their satisfaction scores by creating a conducive working environment that allows their employees to undergo career growth. They also align their behavior and set their minds towards the achieving the hospital’s goals and objectives. Hospital management needs to communicate with their staff and put into place measures that give priority to meeting of all the patients’ needs; so that they can successfully attain and maintain a respectable satisfaction

“Patient satisfaction is undoubtedly on the minds of hospital administrators in an increasingly consumer-driven healthcare system. With patient

In the current fast paced world there is a huge demand for health care services administrators and also there is tremendous weight on them to enhance the productivity to match up the demand. Effective appointment organizing system is the determination of patient’s satisfaction and timely access to health services. The measure of efficiency depends upon many factors like investment on equipment, resources allocation and number of trained staff. The principal type of patient appointment encounters are primary care, specialty care, elective surgeries and these are again subdivided into scheduled and unscheduled visits. Each of these environments has certain unique features which makes making appointments troublesome and also diminishes efficiency and has two major access delays Indirect and Direct.

This paper will describe current quality outcome measures and the significance for improving medical care. Organizational accountability and transparency has improved with the emergence of Hospital Inpatient Quality Reporting (IQR) programs and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPs). This article will review the role of the nurse manager in creating a culture for quality care as well as the nurse for meeting organizational and patient expectations. Organizations like The Joint Commission (JC), Agency for Healthcare Research and Quality (AHRQ), Centers for Medicare and Medicaid Services (CMS), and The American Nurses Association (ANA) have been critical in establishing standards for quality. This paper will also report on the most recent hospital statistics and steps taken to improve HCAHP scores and reduce readmission rates at the University of Tennessee Medical Center in Knoxville (UTMCK). Statistics at UTMCK will also be compared to the Tennessee and National averages found on the Medicare website Hospital Compare. The aim of this paper is to explore if healthcare system initiatives are improving quality and enhancing patient outcomes.

According to Fred Lee (2004) hospitals use clinical results and process improvement as a gauge of quality as this data can be readily measured and objective. Conversely, patients judge the quality of care by individual perception. Therein a gap of what the patient’s perception of quality care and how the healthcare providers perceive quality of care is created. The purpose of this paper is to discuss the Gaps Model of Service Quality while comparing the findings of the work done by Fred Lee in the book, If Disney Ran Your Hospital: 91/2 Things You would Do Differently.

The 1st Lesson: Hospital values must be in line with what patients want. The key driver for patient satisfaction is the courtesy, not efficiency of the hospital. Patients judge the service received by courtesy, but employees are managed according to efficiency and safety. Although provide safe care is paramount, the hospitals do not learn any credit for providing safe clinical practice and environmental safety.

Healthcare has become a consumer driven industry with patient satisfaction equating to good customer service. Effective communication has been shown to be a key factor in both patient outcomes and satisfaction. Additionally, patient satisfaction has become a tool used by insurers to evaluate medical facilities and may impact reimbursement to hospitals for patient care. In this paper, I will discuss the issue of ineffective communication in the waiting area of the surgical services department at Mount Carmel East Hospital. The impact of ineffective communication effects patients and members of the perioperative team. Results of patient surveys

In order to figure out which solution was best suited for this problem a Forecast Evaluation Matrix (FEM) was created. When viewing the FEM, one will see that the three alternative solutions are charted, and rated in comparison to one another. The one with the highest rating is the one that is most suitable solution to utilize. The solutions will be compared based upon, Decrease in something, Personnel Requirement, and Cost Effectiveness. In scoring these categories the one that was seen as most beneficial was nurse satisfaction, because many of the issues that come from poor time management result in nurse dissatisfaction which leads to an increase in turnover rate, which in turn costs the hospital or facility that the nurse works at to put out more money to train and hire a new nurse. Scoring second highest of criteria was patient satisfaction, time management not only effects the nurse’s duties and quality of care but also the patient’s perception of the nurse and the facility. This is an important criteria especially in today’s healthcare system which is being based off of customer service and our customers are the patients who we treat. At the end of the day, the care that we give is being judged by the patient and many patients do not like having to wait for their care. The patients like to feel like they are

The call centre of the Eastern Medical Faculty Foundation, hereafter referred to as EMFF, provides a competitive advantage to the Internal Medicine Department of the Chicago School of Medicine through the delivery of efficient and high quality service to patients. Treating patients generates revenue the Internal Medicine Department and contributes to investments in research in the highly competitive healthcare sector. Unfortunately, declining customer satisfaction, as evidenced in a growing number of customer complaints, suggests the quality of service is deteriorating and threatens the very competitive advantage of the EMFF.

It is important to understand that facilities fall short in a lot of areas such as service quality improvement. This not only impacts the facility, but it also affects the patient visits and services received. Hence, it can be difficult for someone that is new to the area or perplexed with the wealth of information related to the different subdivisions that a hospital accommodates. There are individuals that should be put in place to help improve on service quality to its patients and customers. The purpose of this research paper is to look into methods that are affecting service quality within University Hospitals of Cleveland and finds ways to improve service quality.

Balor Medical Center is working to improve the quality of services especially the customer service, and wait times in the emergency department. Many patients complain about wasting time for many hours before taken to their room. Therefore, these areas influence the score of the hospital and patient satisfaction. So the leaders and managers are setting up plans for the improvements to the customer service in the emergency room. Baylor customer services need to improve performance by using the patient satisfaction surveys to ensure the patient’s continuing interacting with the hospital. Baylor Medical Center managers will focus on improving quality services by using a different quality improvement plans and strategies. Management Department at Baylor Medical Center will select tools that help improvements, such as Lean Sigma Six, Plan, Do, Study, Act, and Sigma Six. Applying the information technology would help a lot to improve the quality of services. By using these methods, it will help the organization to improve their ability to produce a successful quality of care. To achieve goals, the team member should work together, share ideas, and help each other to implement the correct system. Directors, leadership, middle management, the quality improvement committee, medical staff, and the departmental staff, all of them, can achieve their goals by setting plans. Leaders of the Baylor Medical Center and the Department staff will work together to ensure the plans are on the

As the Ontario Health Care System faces several challenges, it becomes necessary for organizations and providers to join together and meet the health care needs of the citizens. As the ministry of health and long term care have encountered several different concerns over the past decade. With rising issues such as low quality service and patient dissatisfaction, transparency in the health care system becomes questionable.

The health care industry is one among the fastest growing industries. It provides goods and services which helps to treat patients with curative, rehabilitative, preventive and palliative care. Equentis report said that the healthcare sector is growing at a 15 per cent CAGR and increased to USD 78.6 billion in 2012 and expected further increase to USD 158.2 billion by 2017. The factors behind the growth is rising in income level, easy access to healthcare facilities that are of high quality and awareness of personal health and hygiene. Even though there is growth in healthcare sector there are certain factors that are used to measure the quality of service in healthcare industry namely the hospitals.

There were too much talented and passionate staff members working at the hospital. The quality of the service was good because the staff members were talented and providing quality services. The turnover of the staff was low. The patient satisfaction was very high. There was 90% patient of the hospital were satisfied with the services. Patients recorded the most satisfaction with issues related to the health care providers. Many patients expressed their gratitude for the care they received. They often remarked as saying they would have no way of obtaining health care without the hospital.

By method for service quality is to individual fulfilment and at the same time change of nature of service quality.