Service Operation Management Report
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Added on 2020-01-07
Service Operation Management Report
Added on 2020-01-07
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Service Operation management
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TERMINOLOGY AND CONCEPTS USED IN THE VARIOUS QUALITYPROCESSES IN HEALTH CARE SECTORTotal quality management- TQM is called as the conceptual framework that is used inbusiness entities for the purpose of improving quality standards.The method cameinto existence first in Japan, and slowly it spread all over the world (Shalley andGilson, 2016). TQM also include service users based practices, whose main aim is toenhance the quality and the care services towards promoting the processimprovement.Health care sector- The health care sector of the UK mainly concern towards themedical and health care services. Along with this, the health care industry alsofocuses on the integrating services that is used to serve the pateints with differentcurative, rehabiliative and other care services so that it may enhance the well being ofthe patients. It is also consider as one of the fastest growing industry whose key aim isto meet the all healthcare needs anjd requirement of the individuals (Helo,Gunasekaran and Rymaszewska, 2017). Patients satisfaction- Within the health care sector, the key emphasis is placed overpatients satisfaction. The strategies of health care organization that is West MiddlesexUniversity Hospital designed them in such a way that it could fulfil the demands aswell as meeicfal requirement of the service users and it also offer then qualitysercvices. SERVQUAL model- SERVQUAL model is the most efficient model in the qualityprocess. This model is mainly used for assessing the expectations as well as patientsperception towards the medical services. This model helps in measuring the servicequality that is rendered by the University Hospital through evaluating gap among theperceived and expected services.CHARACTERISTICS OF THE VARIOUS AREAS OF HEALTH CARE SECTOR The current investigation is carried out on West Middlesex University Hospital whichis a part of NHS hospital operating practices with Chelsea and Westminster Hospital NHSFoundation Trust. It serves the beset services to the patients and the entire service provision isconcerned with quality dimensions (Roth, Singhal, Singhal and Tang, 2016). The hospital hasavailability of more than 400 beds and it also offers all of the services that are associated witha district hospital. Chiefly, it believes to deliver appropriate services in the area of Accident3
and Emergency. Apart from this, a appropriate matter has been developed with regards toareas such as Scotland, Wales and England. Majorly, the entire process of funding ismanaged by government entities along with private and voluntary provision. It has been noticed that NHS is holding high ratio of market in the UK and offeringhigh range of services. It also provides an high ratio of contribution to the healthcare sector.There is specific purpose behind the formation of institution such as delivering the besthealthcare services to the clients (Schönsleben, 2016). However, the number of changes inenvironmental aspects has been witnessed but NHS remains to deliver proper care to theclients which is being funded with an assistance of taxes and national income. Heath careand health policy for England is mainly framed by the UK administration because it is one ofkey responsibility of central government; whereas in Scotland, Wales and Northern Ireland, itis the accountability of the respective devolved government. At the same time, this also aidsin managing proper contribution to all the diverse activities.NHS has its own systematicstructure and organizational values so it must be referred in appropriate manner but overall itis not dissimilar to health systems (Coughlan, Draaijer, Godsell and Boer, 2016). Theordinarily residents of England are also attracted towards the services of sector because itavailable at low cost. NHS provides an great opportunity to the overall development of healthcare sector. For residents of other nation the health care services are free from thegovernment side in case of emergency situation. They should lie under the category such asvisitors, illegal immigrants and etc.Most of the private hospital care are largely involved in elective conditions that isfinanced through supplementary private voluntary health insurance. From the countrystatistics, it has been ascertained that total expenditure on healthcare was £179.4 bn in theyear 2014 which is 4.2% higher than in 2013. Along with this, the total expenditure on healthcare in 2014 was worth 9.9% of GDP and this remains to be the same in 2013 and 2014. Inthe year 2014, 56.6% of health care expenditure was funded curative and rehabilitative carewhile on the other hand, health care expenditure was on long term care (Robinson, Fallon,Cameron and Crotts, 2016).It was the year 2003 when a brand new building of West Middlesx University wasopened with an objective to form a compact hospital.This has helped in developing a healthcare entity that prominently works for better customer care services (Adebanjo,Laosirihongthong and Samaranayake, 2016). Earlier, the hospital is a teaching hospital of4
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