Impact of Legislations on Service Delivery in Medical Administration

Medical administration
on customer service

Contents
INTRODUCTION.......................................................................................................................................3
PART 1.......................................................................................................................................................3
Q1. Potential impact of legislations on service delivery for an organization...........................................3
Q2. Overview of policy, procedure and standard which healthcare worker must adhere at LA Health.. .4
Q3. Three verifiable evidence to assist in reviewing customer satisfaction in the department.................5
Q4. Outline three interpersonal skills that Healthcare worker will use in their role.................................5
Q5. Outline 2 interpersonal skills which directly relate to each client needs...........................................5
Q6. Two potential limitations and identify what assistance would/ may be required to customer...........6
PART 2.......................................................................................................................................................6
Q7. Respond to customer enquiry............................................................................................................6
Q8. Email for customer complaint...........................................................................................................7
Q9. Email response from Kenneth and email draft to seek assistance from manager..............................8
Q10 Email to customer to solve its grievance..........................................................................................8
Q11. Email for customer satisfaction review...........................................................................................9
Q12. Response for feedback request......................................................................................................10
Q13. Email for customer service suggestion..........................................................................................10
CONCLUSION.........................................................................................................................................11
REFERENCES..........................................................................................................................................12

INTRODUCTION
Customers are the king of the market and the businesses are solely dependent on the
customers as their working is arranged in such a way that customers are their center point.
Customer service is that service which is given to them before, after and during their purchase or
hire of goods or service. The good customer service gives immense experience as the
expectations of the customers are met and they feel satisfied and the bad customer service may
result in loss of business or complaints. This report shall cover the impact of law, overview of
policies and practices, skills required by healthcare worker and their role. Further it will cover
maintaining and delivering services to the client which involves drafting emails.
PART 1
Q1. Potential impact of legislations on service delivery for an organization.
Level of government Legislation Potential impact
Local Smoke free places local law
act, 2011
This legislation is designed to
protect the non smokers from
the harmful effect of smoking
in public places. This helps the
companies to enhance their
service by attracting non
smokers in the organization to
hire service and develop
smoking zone to attract
smokers.
State Work health and safety act,
2011
This law is framed to protect
the rights of the workers from
being exploited and motivates
them to give their best for the
success of the company.
Federal Privacy act, 19oo This legislation is framed to

protect the information of the
employees and customers safe
so that no breach of privacy is
conducted. This Act helps the
organization to manage their
operation in such a way that
there is respect for privacy and
the customers are also aware
of their rights so they feel safe
while consuming service of
any company.
Q2. Overview of policy, procedure and standard which healthcare worker must adhere at
LA Health.
Policy, procedure and
standard
Overview
Code of conduct This obliges the LA Health to fulfill all its obligations and duty in a
fair and effective manner and provide equal treatment to all
irrespective of their race, caste, gender, etc. The worker must provide
safe environment to all patients so that they can get support and
treatment in fair manner.
WHS General The work health and safety laws require the organization LA Health
to take care of the health, welfare and safety of the workers, staff,
volunteers, customers at the workplace. This obliges to give safe
environment to all which is free from risk exposure. Moreover it
obliges to provide all accessible facilities to the workers so that they
can carry their work properly and monitor continuously the health of
workers is that they can prevent timely injuries and illness.
Client complaints and
Grievances
This procedure is designed for resolving the complaints and
grievances of the client so that they are given services which fulfill
their expectations. Further, this has fair procedure to hear all