Responsiveness
The entire case had concerns related to responsiveness. The staff were never willing to listen to the patient, most members of the staff did not spend enough time with the patient to listen and answer her queries. Moreover, the employees of the hospital were not willing to help the patient while moving from one room to another for primary scans. Even on the day of operation, when the patient’s mother asked for help, the response of the nurse was not satisfactory.
The wait times to get a response were not long but the patient felt nervous and panicked as none of the staff members ever approached her to explain the procedure. The receptionist on the helpline number was quick to answer, but failed to provide the required information. …show more content…
However, there were few occasions when the staff had understood the patient needs and acted quick to help. Few acts of the staff had subtly indicated care and empathy such as the technician who gave detailed instructions to the patient on digital eye check without assuming that the patient might have already undergone the procedure before. The nurse at the operation theatre who helped the patient reach the operation theatre had shown concern and understanding. Likewise, when the surgeon went through the scans and test results of the patient for the first time, he discussed the outcomes calmly and explained her medical condition. He further discussed the need to avoid the treatment she had expected. Also, the surgeon had expressed empathy by being patient during the operation, he talked to the patient and made her feel comfortable and then started the procedure.
Tangibles
The hospital had clean and well maintained waiting halls. The hospital had exceeded the patient’s expectations in terms of cleanliness. The appearance of the resident doctor in clean work cloths further added to the representation of the quality of the service provided by the
The entire case had concerns related to responsiveness. The staff were never willing to listen to the patient, most members of the staff did not spend enough time with the patient to listen and answer her queries. Moreover, the employees of the hospital were not willing to help the patient while moving from one room to another for primary scans. Even on the day of operation, when the patient’s mother asked for help, the response of the nurse was not satisfactory.
The wait times to get a response were not long but the patient felt nervous and panicked as none of the staff members ever approached her to explain the procedure. The receptionist on the helpline number was quick to answer, but failed to provide the required information. …show more content…
However, there were few occasions when the staff had understood the patient needs and acted quick to help. Few acts of the staff had subtly indicated care and empathy such as the technician who gave detailed instructions to the patient on digital eye check without assuming that the patient might have already undergone the procedure before. The nurse at the operation theatre who helped the patient reach the operation theatre had shown concern and understanding. Likewise, when the surgeon went through the scans and test results of the patient for the first time, he discussed the outcomes calmly and explained her medical condition. He further discussed the need to avoid the treatment she had expected. Also, the surgeon had expressed empathy by being patient during the operation, he talked to the patient and made her feel comfortable and then started the procedure.
Tangibles
The hospital had clean and well maintained waiting halls. The hospital had exceeded the patient’s expectations in terms of cleanliness. The appearance of the resident doctor in clean work cloths further added to the representation of the quality of the service provided by the