Customer Satisfaction in Health Care Service

This study focuses on customer satisfaction in health care service in Australia. It discusses the healthcare system, medical practitioners, and the government's role in administering health care. The study also covers the methodology, findings, and reference list.

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CUSTOMER SATISFACTION IN HEALTH CARE SERVICE
Student’s Name
Course
Professor’s Name
Name of School
City, State
Date of Submission

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Customer Satisfaction in Health Care Service
Summary
In Australia, health care involves two systems, the public and the private system. A
higher percentage of health care is given to the public while the remaining goes to the private
sector. Majority of the costs in the country are taken care of by Medicare, which caters for
citizens and residents (Haddad & Wickramasinghe 2014) The citizens usually pay a levy
according to their earnings, with those that earn more paying as much in cases where they lack
private insurance. Various bodies including outgoing companies in the country also contribute to
under defined circumstances. Travel insurances cater to visitors whenever they get sick.
Moreover, voluntary health insurance that is private is available for people without
medical scheme and sponsored by the government (Hadok 2006). The Medicare levy is
mandatory and is executed by taxing citizens. Both the ministry of health and territory
government contribute to administering health care for its citizens by sharing roles to nurture the
national health care policy.
Background
Ten years ago, there was one doctor for every 322 people and one bed for every 244
patients. During the 2011 census, there were 70,200 working medical practitioners excluding
nurses. Australia was eighth out of the 13 developed countries for having high usage of
medication (Meyer 2015). The drugs selected for the study treated conditions such as mortality,
leading to a lot of expenditures. However, this was a significant development with regards to the
past ten years. The country's expenditure on health is the highest compared to other OECD
countries.

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Methodology
We will use qualitative and quantitative research. Qualitative research focuses on
understanding people at large. It enables us to know why and how a decision comes to be.
Regardless, the researcher uses questionnaires that will be filled by respondents for the statistical
data presentation of the findings.
Sampling Method
For a more comprehensive report, this technique will be used to constitute the whole
population. A list containing major health facilities including both public and private hospitals
came from the ministry of health. Three facilities will be picked from 20 states through random
sampling. The facilities will become the targeted respondents. The institutions will be contacted
to agree to take part in the research. A letter of consent will then be sent to the facilities together
with a questionnaire sample. A report was posted to the health ministry to gain permission to
research in the specific districts, giving out questionnaires to the health workers. Data collection
was therefore collected in the chosen facilities, from Tuesdays through to Friday in order to
target health workers in all shifts of the week.
Questionnaire
It needs data about the state of health through time, since ten years ago for comparison. It
also has questions regarding significant advancements in treatments of catastrophic diseases and
medical affordability. Members of each department will possibly fill it, for comparison.
Findings
Based on the study, a lot of services including hospital care, palliative care and
rehabilitation are provided by the Australian healthcare system. The emergency department and

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employees in the facilities are the primary links to health services such as admissions in
hospitals. Typically, for most sicknesses, primary health is opted for by a majority of the
population. It is easily accessible since it can be delivered in your choice of setting, including
home. This kind of service entails doctors, pharmacists and many of the allied health workers
(Signorelli, Taft & Pereira 2012). These are trained medical students who are not doctors, nurses
or opticians and assist patients through services.
The government also has a helpline it funds in cases whereby general practices are closed
down. A patient can request to talk to a registered practitioner to get medical assistance from the
hospital since they advise accordingly (Schadewaldt, McInnes, Hiller & Gardner 2016). After
hours practice options are also available. Private services whereby a doctor comes to your house
are available too. Call out service doctors tend to this since they get out of work early. The
facilities are only available in city regions. All public hospitals have emergency departments to
cater for patients who need urgent medical attention such surgery and mental conditions
(Meadows|& Bobevski 2011). An excellent medical practitioner is required here since it is quite
challenging. Patients with severe medical conditions should visit medical specialists. They deal
with a specific field of medicine. However one requires a referral from their local doctor.
Both public and private health sectors provide medical help to individuals within the
country. The state government contributes to the public ones. Private health insurance covers
patients in private hospitals although one has to pay some amount. However, states have
differences. Cities access the best healthcare systems in as much as Medicare is the same
everywhere. Non-governmental organizations gather blood donations and distribute them to
health facilities. Patients covered by Medicare can claim other health services that are given out
by private sectors from the government. The National Health and Medical Research and Council

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(NHMRC) comes up with statements on policy matters and funds health research
((Wickramasinghe and L. Schaffer, 2010)). In a health care study that compared six countries
including Australia, Canada, Germany, New Zealand, the United Kingdom and the United
States, Australia came on the first position. (Louviere & Flynn 2010) because of the high-quality
services.
Private insurance options are best for people who are not permitted to get Medicare. They
are pricey, but an average policy is affordable since the government contributes tax incentives to
please the general public. Waiting periods are shortened, and patients receive specialist care.
Short time visitors should bring their travel insurance along as it is part of the visa application
procedure too. It is necessary for one to know what exactly is covered under home insurance
because they could be an agreement between your country and Australia on an insurance policy.

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Reference List
Haddad, P. and Wickramasinghe, N., 2014. Evaluating the business value of it in healthcare in
Australia: the case of an intelligent operational planning support tool solution.
Hadok, J., 2008. Performing arts healthcare in Australia--a personal view. Medical Problems of
Performing Artists, 23(2), pp.82-85.
Louviere, J.J. and Flynn, T.N., 2010. Using best-worst scaling choice experiments to measure
public perceptions and preferences for health care reform in Australia. The Patient:
Patient-Centered Outcomes Research, 3(4), pp.275-283.
Meadows, G.N. and Bobevski, I., 2011. Changes in met perceived need for mental health care in
Australia from 1997 to 2007. The British Journal of Psychiatry, 199(6), pp.479-484.
Meyer, S.B., 2015. Investigations of trust in public and private healthcare in Australia: a
qualitative study of patients with heart disease. Journal of Sociology, 51(2), pp.221-235.
Schadewaldt, V., McInnes, E., Hiller, J.E. and Gardner, A., 2016. Experiences of nurse
practitioners and medical practitioners working in collaborative practice models in
primary health care in Australia–a multiple case study using mixed methods. BMC family
practice, 17(1), p.99.
Signorelli, M.C., Taft, A. and Pereira, P.P.G., 2012. Intimate partner violence against women
and healthcare in Australia: charting the scene. Ciencia & Saude collective, 17, pp.1037-
1048.
Wickramasinghe, N. and L. Schaffer, J. (2010). Realizing Value Driven Patient-centric
Healthcare through Technology. DC: IBM Center for The Business of Government.