Gap 4: Communication Gap In The Quality Of Care

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Gap four- Communication gap The administration failed to coordinate and update its employees on helpline numbers which were available on their official website. The hospital should have analyzed the range of patient queries. If the employee had received proper training and information, the customer would have received correct information regarding the service, though it concerns a different branch or facility. The management must develop a strategy to work as a single unit than consider each facility as a separate entity. Also, the management had strategically placed a manager at the entrance of the hospital who volunteered to help the patient by giving directions to the reception, and this implicitly communicated the hospital’s interest in …show more content…
Although, the management must work on making the entire staff more approachable and communicative. The administration had stood by its promise by managing its explicit promises, as the staff kept the promises it verbally made such as quality of care and the overall cost of the treatment.
Service scape Analysis The patient was welcomed and directed to the reception by a pleasant looking manager which was the first instance of attention noticed by the patient about the hospital. Also, the patient associated the hospital to be patient friendly through the hospital’s website and the Facebook page. In fact, when the patient decided to use the restroom, the cleanliness of the hospital was not expected, and therefore the hospital had managed to surpass the expectations. In addition, the waiting hall besides the operation unit had television screens which the management might have installed to cause a little diversion and relax the patients. The patient noticed that both the waiting halls had abundant spacing and were
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Similarly, the patient noticed absence of ramps in the hospital surroundings which is an absolute fault of the management. The hospital building and the services were not patient friendly and hurt the patient’s feelings.
Dimensions of quality
Reliability
The hospital managed to deliver the promises it had explicitly made, such as successful vision correction and cost of the treatment. The service promised by the facility was delivered to the patient. The hospital made sure that the patient arrived in time for scans and checkups and the waiting times were not no long. The appointments for operation on both the eyes were on schedule and were never delayed or changed. When the patient had met the surgeon on her first visit, the surgeon said that the kind of treatment she was expecting would not be possible but an alternative could be performed. The surgeon made the diagnosis accurately, and hence the end result of the operation was successful. By meeting the expectations of the patient in terms of promises the hospital had proved its reliability. The hospital’s updated and well maintained website and Facebook book add to the criteria of reliability. The patient chose the hospital in particular because of the availability of contact details as she did not want any unnecessary travel

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