Managing Quality in Healthcare Services: Cancer Treatment and Eye Care Service

This presentation discusses the mechanisms for involving service users, internal and external standards, and questionnaires on cancer treatment and eye care treatment. It also includes self-reflection and references.

TASK 3B
MANAGING QUALITY

Introduction
The two services selected for the case are cancer
treatment and eye care service. Further, in order to know
the overall response of the patients towards quality level
of the service two separate questionnaires have been
designed through which SERVQUAL five dimensions
have been covered.

QUESTIONNAIRE ON CANCER TREATMENT
Name
Age
20-25 years
25-30 years
30-35 years
35 and above years
Gender
Male
Female

Contd.
 Does proper equipments are present with healthcare company for providing
cancer treatment?
 Yes
 No
 Cancer services are delivered to you are accurate and reliable too?
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
 Does proper support is provided by healthcare staff during cancer treatment?
 Yes
 No

Contd.
Healthcare professionals are having proper knowledge
regarding cancer services?
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
Proper care is delivered to you at the time of treatment?
Yes
No

QUESTIONNAIRE ON EYE CARE TREATMENT
Name
Age
20-25 years
25-30 years
30-35 years
35 and above years
Gender
Male
Female

Contd.
Does proper machines of delivering eye care services are present in healthcare firm?
Yes
No
Eye care services are delivered to you as per your expectation level?
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
Does proper response is provided by hospital staff while delivering eye care service?
Yes
No

Contd.
Employees present within the workplace are having proper
knowledge regarding eye care treatment?
Strongly agree
Agree
Neutral
Disagree
Strongly disagree
Does proper care is provided by the healthcare professionals?
Yes
No

Internal and external standards for any service
 The internal standards for cancer service are continuous improvement and the
standards developed by organization internally. Further, through this standard
high quality cancer service can be delivered to patients as per their
expectations and this will allow business to perform better. Further, the
organizational standards developed will provide a base in serving patients in
appropriate manner. On the other hand external standards are also present
where healthcare firm has to meet with the requirement of external agencies
such as care quality commission and through this they can meet with the
expectations of the patients. Standards such as ISO etc can be undertaken for
rendering better cancer treatment.

Mechanisms for involving service users
Different ways are present through which services users
can be involved in between the two services which are
cancer treatment and eye care service. For cancer
treatment service users can be involved through
consultation where health care practitioners can consider
their advice. Further, for involving service users in eye
care service empowerment is appropriate way where users
can be granted different rights such as taking decision etc.
So, this can assist in delivering quality service as per
needs of patients.

Self reflection
 The overall market survey carried out has supported me to understand the appropriate
way through which information can be gathered from patients in relation with the
healthcare service. Further, the two selected services such as cancer treatment and eye
care services are most commonly rendered by every healthcare enterprise. I have
gained knowledge regarding both the services and through this it has been known
whether patients are satisfied with the range of services delivered or not. Moreover, I
have applied different skills while conducting survey such as communication where I
personally interacted with every respondent. In short the overall experience obtained
through this survey was remarkable and it has provided me platform to evaluate my
strengths along with weaknesses. Further, my main strengths are good communication
skills, decision making skills and weaknesses involve not able to deal with stress.
Moreover, there are some areas which requires improvement such as the plan prepared
for conducting survey was ineffective and I was unable to focus on aim of the survey.

Contd.
The two services selected for the entire study were cancer treatment and eye care services. Further, I gained
knowledge in relation with these two treatments and this has assisted me to undertake the entire research in
appropriate manner. Further, the SERVQUAL five dimensions have been undertaken with the help of which it
became possible for me to undertake the entire study as expected. Two different questionnaires were designed with
the motive to accomplish aim of the study. So, it was also beneficial and this enhanced my confidence level. I
designed questionnaire with the motive to know whether proper cancer services are delivered to patients, use of
proper equipments etc. Apart from this, same format was followed while designing questionnaire on eye care
treatment which was also beneficial for research. I gained proper knowledge in relation with the methodological
tools which are efficient enough for data collection etc. Moreover, internal and external standards were undertaken
which supported me to understand what are the standards being employed by companies for enhancing quality
such as ISO etc. Through this medical practitioners are delivering appropriate services to the target market. On the
other hand, I gained knowledge in relation with the mechanism through which services users can be involved in
the treatment provided to them. I identified consultation along with empowerment as most appropriate techniques
for taking views of service users regarding treatment. These, two methods will raise motivation level of users and
they can be satisfied through proper treatment. Apart from this, to enhance overall reliability of the study I
gathered information from the sources available and they were effective. I gained knowledge regarding the ways
through which service users in healthcare can be satisfied easily. Apart from this, the entire research provided me
platform to enhance level of skills such as communication, decision making and has assisted me to undertake
different studies in near future in effective manner. Therefore, in this way the present study has provided me
remarkable experience and has enhanced my confidence level also.

REFERENCES
Glasgow, R. E. and et.al., 2005. Development and validation
of the patient assessment of chronic illness care
(PACIC). Medical care. 43(5). pp. 436-444.
Grol, R., 2013. Improving patient care: the implementation of
change in health care. John Wiley & Sons.
Marmot, M. and Taylor, S., 2008. Closing the gap in a
generation: health equity through action on the social
determinants of health. The Lancet. 372(9650).pp.1661-1669.
Moullin, M. and et .al, 2011. Delivering excellence in health
and social care: Quality, excellence and performance
measurement. Open University Press.

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