Service Quality In Hospital Essay

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` Our chief executive officer of Mercy ascot hospital is passionate about improving the quality of services and I will give you a report on the importance 0f service quality and how we can improve quality of services.
SERVICE QUALITY
According to WHO” service quality is defined as total quality of services provided to the customers according to their expectations, consistency and assurance”. It consist of various dimension’s like tangibles, reliability assurance, empathy, safety and responsiveness are very important to improve quality of services in organization. (Quality of care, 2006) The care provided to the clients should be on time by using proper skills and equipment’s and client should not wait in queue for appointment. Appointment
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It mainly involves the need of a patients along with involvement of staff and improvement in service quality. Lean helps in minimizing wastage of materials. With the help of a Lean process, there can be lot of advantages in health care organization.
Advantages of lean process:
• Lean helps in avoiding unnecessary work to health care staff.
• Medical staff should spend more time with the patients by avoiding unnecessary waste of time with other work.
• Lean process helps in reducing waiting time of patients by implementing appointment system.
• All the staff in the hospital should work together to improve service quality.
• Lean also reduce cost by using proper stock system and save waste along with money.
• With the help of lean quality of services should be improved and maintained properly.
• Another example like what to do, what we did, what to done. These categories help in improving service quality in health care sectors.

• By using this type of methods, medical staff can understand what works have been done, which are been in progress along with which are to do.
• With the help of lean process, stocks should be properly maintained and there is a proper list of equipment which are used and also check the expiries of medicines

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