Quality Assurance in Health Care

Topics: Customer satisfaction, Health care, Customer Pages: 6 (2072 words) Published: September 1, 2011

Pursuing to meet customer expectations is a critical and strategic decision. It is not something an organization does simply to satisfy a standard but it is something does to stay in the business. Meeting customer expectations should be the ultimate goal. Although profit and revenues are very important, this is nothing compare the results of fulfilling customer needs and expectations. Everyone must involve in meeting customer expectations. All personnel should have the capability to meet what the customers expect them to do. Customers are only satisfied if their expectations are consistently met. To be competitive, expectations of customers must meet in a timely and cost effective manner. As for the National Health Service (NHS), it is very important that customer or clients/patients as we call it in medical field are satisfied and happy for the services that NHS offered. The number of clients that NHS has is equally huge. On average, it deals with one million patients every thirty six hours. That is why NHS should understand the importance of quality assurance to maintain clients. Knowing what your customer wants, the business should make it possible to modify everything you do to please the customer. When employees start thinking of someone as a customer, it should always think customer as someone who will interact with the company, think them as a person rather than thinking them as someone who is not worth bothering. When the business is doing fine, expectations by the customer will rise. Those expectations come some obligations on the part of the owner and also by employees. You have always met those great expectations. In the article posted by Hoyt Mann in Phaseware, (Mann, 2010) he emphasizes the 3 ways to meet customer expectations. First, do not make promises that you cannot fulfil. If you failed to fulfil the promises, it will mark you as a liar or deceiver. It is the worst labels that your business can get. If your customer cannot trust you, they will not do business with you again. Honestly in the business is appreciated much by the customers. Second, give the customer options. Consumers always want to have an option especially in buying products and getting services. Lastly, utilize all forms of communication without overdoing or exaggerated. Customer most probably ignores it. You should always prioritize the customer and kept them informed. In every organization, there are different tools and techniques used to measure and eventually meet the customer’s expectations. The first step is to understand what the customers’ expectations are. You need to talk to them or survey them. One way to do this is hiring a consultant who will create a survey to help the organizations define what the customers’ expectations. In the case of small and just started business who cannot afford the fee for the consultant, they can task somebody from the marketing or finance to develop the survey. Once you gather the response from survey, nail it down to the team and discuss it with the team. Develop a plan on how to deal with what you are not doing right. This plan will need metrics to measure customer satisfaction. Implement the plan and it should be understood by all member of the team in order for everybody understands what needs to be done (Robson,1994). Customer satisfaction was mostly seen as a one-dimensional construction – the higher the perceived product quality, the higher the customer’s satisfaction. But fulfilling the individual product requirements to a great extent does not necessarily imply a high level of customer satisfaction. It is also the type of requirement which defines the perceived product quality and thus customer satisfaction. KAIZEN PRINCIPLES

Kaizen is a Japanese word that means improvement and change for the better. It refers to practices that focus upon continues improvement of processes in manufacturing, engineering and business management (Wikipedia). It has also been applied in...

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Bauman, L
Citizendium (2011) Health care Quality Assurance [Online]. Available at: http://en.citizendium.org/wiki/Health_care_quality_assurance [Accessed: 20 June 2011].
Mann. H. (2010) 3 ways to meet customer expectations [Online]. Available at: http://www.phaseware.com/PhaseWare-Files-blog/bid/33521/3-Ways-to-Meet-Customer-Expectations [Accessed: 23 June 2011].
Oxford University Press (2002) An Introduction to Quality Assurance in Health Care [Online]. Available at: http://intqhc.oxfordjournals.org/content/15/4/357.full [Accessed: 29 May 2011].
Wirral University Teaching Hospital (2010) Kaizen News Issue 1 [Online]. Available at:
http://www.whnt.nhs.uk/document_uploads/Kaizen/2852_Kaizen_Newsletter.pdf [Accessed: 10 June 2011].
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