Answer To: essment Coursework Assessment code: 011 Academic Year: 2019/2020 Trimester: 2 Module Title: Service...
Somashree answered on Apr 29 2021
Student ID:
Service Operations Management
Module Code:
Word Count: 2013
Q1: Using Maxwell’s dimensions of service quality, explain the problems currently experienced by Dr Shabir Bhatti’s practice.
The current issues encountered by Dr Shabir Bhatti’s practice are mainly associated with the quality of care that has been marked inadequate and need for improvement by the investigators. From the current inspection, it is evident that the area highlighted in the previous inspection where improvement was needed is attained by the clinic. This was in alignment with risk management, fulfilling patients’ demands, responding to feedback from patients and supporting staff. However, the investigation suggested that the practice was not in association with accurate and appropriate guidelines. On the other hand, the practices were devoid of any employees, external partners or public to sustain sustainable and high-quality care. Thus, the investigation revealed that the well-led services are inadequate and therefore, significant measures must be taken to improve those.
On the other hand, the investigation suggested that although the practice in Dr Shabir Bhatti’s clinic had clear processes and systems to keep patients safe, it was associated with numerous loopholes. The practice consisted of accurate systems responsible for the safe management of medicines; however, the practice was unable to generate effective solutions when problems were encountered. Hence, the responsiveness of the quality cares services was marked inadequate by the investigation team.
On the contrary, it could not be stated whether the employees were competent and skilled to implement adequate experience and knowledge in accomplishing their tasks. Additionally, every quality care must respond to the patient’s feedback so that they can improve their healthcare services. In Dr Shabir Bhatti’s practice, no action was taken in relation to the national GP Patient survey. The survey results suggested that the practice consisted of a lower percentage of people who had quality caring leadership. The investigation also highlighted that some actions were taken by the clinic to address the issues outlined by the patients with respect to accurate and quality services.
In this regard, the quality care issues of Dr Shabir Bhatti’s practice are aligned with Maxwell’s dimensions of service quality to explain the need for quality healthcare services by the healthcare institutions (Coles et al., 2017). In 1984, Maxwell stated that in a society where limited resources are present, self-assessment by the healthcare officials are unsatisfactory in depicting the effectiveness or efficiency of the services. Moreover, Maxwell identified that the quality of care cannot be estimated based on a single dimension, thus, proposed six dimensions of service quality to denote the significance of quality care in healthcare institutions (Sumaedi, Yarmen and Bakti, 2016). However, he also proposed that the services are not separated but are interlinked with each other. The services are mainly acceptability, efficiency, effectiveness, equity, relevance and access. This is believed to highlight architecture for developing incisive standards including every dimension of nursing services.
Maxwell suggested such dimensional measures to outline the service quality and its examination to perform efficiently as an aggregated form over a fragmented one. This includes the communication strategy between the patient or their families and the clinic’s staff (Izadi et al., 2017). It can also be highlighted in the interpersonal skills of the employees. In this regard, Maxwell’s service quality dimensions can be applied to Dr Shabir Bhatti’s practice to highlight the inadequacy of the resources in the clinics, inefficiency of the workers or incompetency to deliver quality care by the clinic. This model or dimensional approach can be used by the clinic to plan effective healthcare services for the patients; however, the services must be limited to a smaller scale. Additionally, Dr Shabir Bhatti’s institute can use this model as an efficiency-economy dimension due to its sensitivity towards determining economic restraints. On the contrary, if this model is applied by Dr Shabir Bhatti’s clinic, massive consideration must be imposed from consumer’s perspectives in relation to social acceptability and equity of the healthcare services (Maxwell, 2017). Thus, it can cost heavily of the quality assurance program generated by the clinic and lead to several unanswered questions with respect to quality healthcare approaches by the clinic.
Q2: Analyse and conclude whether Dr Shabir Bhatti’s practice has capable and competent staff to improve the quality of service delivery.
The clinical team of Dr Shabir Bhatti’s practice consisted of two salaried GPs, as well as three GP partners contributing to an aggregation of approximately 4.6 WTE (Whole Time Equivalent). The nursing team consisted of part-time healthcare assistants and full-time practice nurse leading to 0.8 WTE. The on-clinical employees included senior receptionist, practise manager, two administrators, reception...