Improvement of Service Speed to Service Organization

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Contents
BACKGROUND2
Methods3
Observations3
Interviews4
Data analysis5
Results5
Observational Results5
Observed waiting time and service delivery time at different service stations6
Socio-demographic characteristics of respondents6
OPD clinics: patient experiences at the entrance gate,reception and medical records6
OPD clinics: consultation waiting time7
OPD clinics: complaints and recommendations7
Interviews with patients at the laboratory8
Patient satisfaction with the perceived length of waiting time before laboratory investigations9
Interviews with patients at the X-ray Department9
Services received by patients interviewed at the X-ray Department.(%)10
Interviews with discharged in-patients10
Discussion11
CONCLUSION13
References:14

BACKGROUND
The improvement of service delivery speed processes plays a key role in the overall competitiveness of modern service organizations. For example, Roth and Jackson (1995) provide clear evidence that process capability and execution are major drivers of performance due to their impact on customer satisfaction and service quality. Traditional efficiency studies measure the service delivery speed of a firm by its ability to transform inputs to outputs. However, the actual way in which these inputs are transformed to outputs is often overlooked. That is, each firm’s operation is conceptualized as a black box: inputs go in, outputs come out, and little analytical attention is paid to the inner workings of the transformation process. Patients are the primary beneficiaries of the services and care that hospitals provide. The Patient Service delivering speed study examined the extent to which patients at the Bombo Hospital were satisfied with the services delivering speed and care they received at Hospital. This was part of a baseline study that sought to determine the level of performance of the hospital before massive restructuring, reform, and renovations were undertaken. Exit interviews were the main research method used to determine Service delivering speed at Bombo Hospital in Tanga region. Patients were interviewed as they were leaving the OPD clinics, laboratory, X-ray, pharmacy and inpatient wards.

Title: Improve Service delivering speed in service organization, reform, Bombo Hospital, referral regional hospital in Tanga, Tanzania

Bombo Regional Hospital is the referral regional hospital in Tanga, Tanzania. It was built by the Germans. The hospital is affiliated with the National Institute of Medical Research center in Tanga, to which it is adjacent. It is positioned to serve patients from different parts of the region and is, in effect, the apex of the public health service hierarchy in Tanzania. Bombo hospital has the highest number of highly qualified health services personnel, who provide the widest range of services, and is equipped to provide the highest quality services in the region.

The Bombo hospital has embarked on an ambitious reform process financed by the Government of Tanzania with the overall aim of improving the quality of services provided at the hospital. This reform will involve renovation of the physical plant and refurbishment of the laboratories so that Bombo hospital can provide state-of-theart health care and related services commensurate with its status as the biggest hospital in Tanga region.The component of this baseline assessment which is reported here sought to determine patient services provided by the hospital Methods

Observational and interview methods were used for the time period 9th December, 2012 to 20th december, 2012,to assess satisfaction of inpatients and outpatients. The observational methods were designed to objectively capture important aspects of services about which patients usually express dissatisfaction, namely waiting time and consultation time. The interviews were designed to capture the subjective expression of satisfaction with services. Observations,...
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