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Discuss about the Managerial Implications Service Euality and Determinants.

Front stage flow chart

For any medical service industry, the understanding that the client has on the brand name decides the future of the organization. The foundation on which the brand image would be arbitrated would be the service encounter or the instant of fact of the client that they would be receiving through numerous interactions with the company’s image (Hu, Cheng, Chiu and Hong, 2011). Due to new innovation in technology, every service provider company must go for improving their business process which is the main touch points in which there is a chance of reconnecting with the client. This report will focus on the importance of service in case of Hospital and also will focus on the aspects which affect the business of Royal Prince Alfred Hospital and the approach by which they handle these situations (Lai, Tam and Chan, 2012). For any Hospital industry customers satisfaction is one of the top priority of this business, if they are not satisfied there are many players in this market. Service is actually a combination of all the emotions that force the customers or visitors to explore the excellence of service provided as compared to the monetary values for these services. Service management includes numerous factors that if not handled properly can lead to dissatisfaction among the customers or visitors.

For Royal Prince Alfred Hospital service flow chart is shaped and recognized according to the medical standards, viewpoints of the customers and the quality of service offered by the other hospitals (Chung et. al., 2010). It is observed that service flow chart services act as the most important part that assist the administration of the Royal Prince Alfred Hospital for handling the sequence of expansion and distribution of information, facilities and products to satisfy the chief aim of the Royal Prince Alfred Hospital both inside as well as outside. Service is basically considering the needs of the patients, arrangement of offering and examination of limit along with the prize which will be obligatory for handling the quality standard inside the Royal Prince Alfred management.

In Royal Prince Alfred Hospital the front flow chart is used for handling patient data statistics and services as per international medical standards and to achieve the necessities of the patients. As per my observation the key constituent of front stage of Royal Prince Alfred Hospital is making interaction with the new clients as well as old clients to collect the statistics data about them and allow a communication to back stage to offer necessary medical services (Bhat, Gijo and Jnanesh, 2016). The front stage flow of Royal Prince Alfred Hospital is also included in making registration, entry data information, waiting room preparation and management the patient room as well the exit data information is being logged by the front-stage section of Royal Prince Alfred Hospital. It was actually an exploration to analyze the medical service standards of Royal Prince Alfred Hospital related to International standards (Alter, 2008).

Significance of service encounter

It has been observed that Royal Prince Alfred Hospital is forming their selection on the base of data evidence according to flow chart and the data that has been offered by the front stage related to each new patient as well as visitors with them and then offers the essential track to the backstage section of Royal Prince Alfred Hospital to generate the conveniences and products (Cai, Chung and Su, 2008). It can be said from front stage chart that Royal Prince Alfred management is able to handle all the preparations properly and support all the actions which are essential for satisfying the patient demand or requirements.

The back stage section of the Royal Prince Alfred Hospital is known as the spine of the wide-ranging business process to fulfill all the work and internal procedures (Ting et. al., 2011). In case of Royal Prince Alfred Hospital it undertakes that part which comprises client care support, chat provision and email provision with comprehensive filing of customer data. It has been observed that Back stage flow also comprises main provision role like dusting, housekeeping and all essential post operation amenities which are required for upholding the global medical service standards (Barbieri et. al., 2013). It also comprises the application of all the plans that the Royal Prince Alfred Hospital management has established which will satisfy all the demand of the patient. It is detected that Royal Prince Alfred Hospital frequently have a agile back stage flow chart in directive to make any essential alteration which is being required by the patient for contentment of requirements connected to the period (Laureani, Brady and Antony, 2013).

The service flow chart of Royal Prince Alfred Hospital has clearly mentioned the stages through which a patient goes in case of service. As per my experience service encounters may occur in two phase one is directly in which the patient is going through various tests and other one is indirect encounters in which patient may go through just like allocation of time slot given to the patient (Col, 2011). The Royal Prince Alfred has to handle both these encounters in order to achieve customer satisfaction. Royal Prince Alfred management has to strategize these service encounters in that pattern in which they are able to transfer natural emotional involvement of patient while entering the door of the Royal Prince Alfred Hospital.

The emotional reinforcements of the service encounters grasps greatest significance and so has to handle correctly in command to generate the service involvement respectable for the client. Let us take example in which the doctor or the medical staff is not accessible to be present to the patient, they have to be keep affianced with the aspects that patient accept so that patient don’t generate a  undesirable moods about the atmosphere (Edura Wan Rashid and Kamaruzaman Jusoff, 2009). It can be possible only if Royal Prince Alfred management is able to comprehend numerous trace facts that the patient might interrelate with and the numerous situations expected to happen. It can be said that time effects must be engaged into deliberation where the Royal Prince Alfred Hospital will must guarantee that the patient is made conscious when there is an important improvement in their whole business processes and at the similar period they will have to guarantee that there are not numerous separate phases in which the service is being alienated (Joon Choi and Sik Kim, 2013). Additional main aspect that is probable to shake the client gratification is that the apparent regulator that the client has on the chronicles. In Royal Prince Alfred Hospital case it can be said that rather than making the customer hold for an elongated period which can give patient the choice of reservation the period founded on the accessibility of the doctor. It might not be conceivable in all the circumstances wherever there are numerous interior arrangements which the patient has slight regulator on; in that circumstances Royal Prince Alfred  management necessity confirm that there is justice in chronicles so that the clients don’t sense that they are being booked for granted (Duggirala, Rajendran and Anantharaman, 2008). As per my experience handling the apparent regulator is too unique of the main aspects that disturb the business operation on very large scale. Every service communication is a chance for the corporation to represent their service and thus it can be said that every optimistic involvement that the client has to be reinforced related to the brand picture hence making the same his/her preferred brand. Royal Prince Alfred management must make highest use of these service encounters in interrelating with the clients and comprehend their wants and requirements and project the service contributions as per demand (P. Pai and T. Chary, 2013). Service encounters are a perfect stage for the Royal Prince Alfred Hospital in receiving the response from the clients/Patients and hence can make the essential inventions as and when needed.

Managerial implications

As per my observation it is revealed that the Royal Prince Alfred Hospital must make usage of these service encounters in associating the clients with the organizations. Dissimilar additional corrections in the service steady, service encounters cannot be arbitrated merely founded on any precise comparisons; there are a numbers of qualitative aspects manipulating the business operation of Royal Prince Alfred Hospital. By own experience it can be said the managerial implications that these meetings may have straight impact on the ROI and the marketplace portion as it straight influences the client’s selection of the brand. It grips well particularly in the circumstance of a hospital name where faith matters the utmost and all of the commercial that management have is founded on the positive word of mouth in the marketplace (Lega and Mengoni, 2008). It has been observed that management is not sufficiently concentrating on the facility psychology portion of the business operation that can assist management refining the service encounters in the Royal Prince Alfred Hospital. Management has to recognize numerous service connections that the clients will feel at the time of operation and recognize what are the things that can impact the client in an undesirable pattern. Developments have to be increase to ensure that the clients are made conscious of the comprehensiveness of the procedure, the time and numerous stages beforehand to evade any uncertainty (Choi and Mattila, 2008). It is this aspect that can assist them in decreasing the prize and energy as the amount of rephrases when there is no uncertainty which must also advance the client gratification. Service encounters can also be utilized by the Royal Prince Alfred Hospital to fulfill numerous services that management can provide. It has been seen that Royal Prince Alfred Hospital  has been adequate and extra arrangements and instructions developed by this medical corporate in command to handle the request and the source wants of the Royal Prince Alfred Hospital, but very slight energy has been put to creation them operative by addition the psychological measurement to the service. It will in fact upsurge the brand faithfulness and the clients who are pleased respected to the service will in return recommend more and new clients that can assist management in construction the foundation (Zaim Bayyurt and Zaim, 2010). Moreover the interior dealings where the clients are not straight included but founding an important portion of the complete service procedure has to be occupied into deliberation so that the general service experience is enjoyable and rationalized. All the medical segment company currently expenditure an enormous budget of endorsing their brand with the help of numerous  means; if company handle to get their facility as per they charge then it can become to the highest priority in the mind of the clients for long duration.

Conclusion

If the hospital or any medical organization has to become successful in it segment, it has to mainly focus on the service portion of the organization. No doubt Hospital industries focus on their service to generate a kind of satisfaction level in the minds of their customers or potential customers but still they are not focusing on the psychological portion of this service. For business like Royal Prince Alfred Hospital, psychological portion plays the most important role in bringing the improvement in the patient. It has been observed that much time just because of better psychological atmosphere the patient has recovered very fast as compared to only medical treatments. Also the organization must create such an impression on the client that they must associate themselves with the organization but also will recommend others to take the services of this organization due to their own experience which they have seemed during they stay with the Royal Prince Alfred Hospital. Also service encounters play major role in any kind of improvement in the services that Royal Prince Alfred Hospital offer to their clients because these practical experience actually guides the management the real outcome of their services.

References

Alter, S. (2008) Service system innovation. In Information technology in the service economy: Challenges and possibilities for the 21st century (pp. 61-80). Boston, MA; Springer.

Barbieri, S., Fragniere, E., Sitten, M.S. and Zambrano, G. (2013) Proposal of a methodology to integrate the human factor in the service blueprint. Journal of advanced management science, 1(2), pp.207-2013.

Bhat, S., Gijo, E.V. and Jnanesh, N.A. (2016) Productivity and performance improvement in the medical records department of a hospital: An application of Lean Six Sigma. International Journal of Productivity and Performance Management, 65(1), pp.98-125.

Cai, H., Chung, J.Y. and Su, H. (2008) Relooking at services science and services innovation. Service Oriented Computing and Applications, 2(1), pp.1-14.

Choi, S. and Mattila, A.S. (2008) Perceived controllability and service expectations: Influences on customer reactions following service failure. Journal of Business Research, 61(1), pp.24-30.

Chung, S.H., Jung, D.C., Yoon, S.N. and Lee, D. (2010) A dynamic forecasting model for nursing manpower requirements in the medical service industry. Service Business, 4(3-4), pp.225-236.

Col, A.C. (2011) Evaluation of service quality of hospital outpatient department services. Medical Journal Armed Forces India, 67(3), pp.221-224.

Duggirala, M., Rajendran, C. and Anantharaman, R.N. (2008) Patient-perceived dimensions of total quality service in healthcare. Benchmarking: An international journal, 15(5), pp.560-583.

Edura Wan Rashid, W. and Kamaruzaman Jusoff, H. (2009) Service quality in health care setting. International Journal of Health Care Quality Assurance, 22(5), pp.471-482.

Hu, H.Y., Cheng, C.C., Chiu, S.I. and Hong, F.Y. (2011) A study of customer satisfaction, customer loyalty and quality attributes in Taiwans medical service industry. African Journal of Business Management, 5(1), pp.187-195.

Joon Choi, B. and Sik Kim, H. (2013) The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service. Managing Service Quality: An International Journal, 23(3), pp.188-204.

Lai, I.K., Tam, S.K. and Chan, M.F. (2012) Knowledge cloud system for network collaboration: A case study in medical service industry in China. Expert Systems with applications, 39(15), pp.12205-12212.

Laureani, A., Brady, M. and Antony, J. (2013) Applications of lean six sigma in an Irish hospital. Leadership in Health Services, 26(4), pp.322-337.

Lega, F. and Mengoni, A. (2008) Why non-urgent patients choose emergency over primary care services? Empirical evidence and managerial implications. Health Policy, 88(2-3), pp.326-338.

Pai, Y. and T. Chary, S. (2013) Dimensions of hospital service quality: A critical review: Perspective of patients from global studies. International journal of health care quality assurance, 26(4), pp.308-340.

Ting, S.L., Kwok, S.K., Tsang, A.H. and Lee, W.B. (2011) Critical elements and lessons learnt from the implementation of an RFID-enabled healthcare management system in a medical organization. Journal of medical systems, 35(4), pp.657-669.

Zaim, H., Bayyurt, N. and Zaim, S. (2010) Service quality and determinants of customer satisfaction in hospitals: Turkish experience. The International Business & Economics Research Journal, 9(5), pp.51-58.

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