Service Operations Management

This document discusses the problems faced by Dr Shabir Bhatti's practice in terms of service quality, the capability and competence of the staff, and the impact of the Kaizen technique on quality management. It provides insights into the dimensions of service quality, the need for staff training and development, and the benefits of continuous improvement in healthcare services.

Service Operations Management

Table of Contents
Q1: Using Maxwell’s dimensions of service quality, explain the problems currently
experienced by Dr Shabir Bhatti’s practice.................................................................................3
Q2: Analyse and conclude whether Dr Shabir Bhatti’s practice has capable and competent
staff to improve the quality of service delivery...........................................................................6
Q3: Assess the possible impacts that one of the following techniques could have on Dr Shabir
Bhatti’s practice in terms of delivering consistent and effective quality management...............7
REFERENCES..............................................................................................................................11

Q1: Using Maxwell’s dimensions of service quality, explain the problems currently experienced
by Dr Shabir Bhatti’s practice.
The overall information specified in report, it has been analysed that CQC inspector have
identified two main problems in responsive and well led criteria at Bermondsey Spa Medical
Centre. The first and foremost problem identified by CQC inspector was that the patient was
unhappy due to late admission of ambulance which had furthered delayed the surgery of the
patient. Also, the reception team of the centre was not informing and advising the patient who
were waiting to see GP. This also delays the meeting of the patient with the desired person as
they have to wait even after having the pre booking appointments.
Another problem identified at Bermondsey Spa Medical Centre is no systematic
functioning of the staff as one patient has not received prescription on the requested time. This
had made patient wait for long time. After asking it for the second time GP has prepared new
prescription for the same patient. Overall there was no clear log which shows the when patient
are receiving prescriptions. Both the situation has shown clear rated Bermondsey Spa Medical
Centre inadequate under well led and responsive criteria.
Both the specified problem has been addressed as Inadequate as does not fit to Maxwell’s
6 dimension criteria which have been explained as below:
Effectiveness: Here, the treatment provided at Bermondsey Spa Medical Centre is not
satisfactory as they were not able to make use of technical support at the right time. This have
been seen in the case of patient whose surgery have been delayed due to non admission of
ambulance in the timely manner. This patient has pre booked the ambulance but still did not
received its service on time which have also affected the patient’s condition and delayed in
his/her surgery.
Acceptability: The treatment provided by at Bermondsey Spa Medical Centre was good
but still it was unfair with some of its patients as they have not received the services at timely
manner as per the expectation. Patient feels unsatisfied many a times develops negative image of
the centre in their mind. Yes, privacy and confidentiality safeguarded are safeguarded by
Bermondsey Spa Medical Centre

Efficiency: While evaluating overall input and matching with the output it can be said
that the output is not at all satisfactory as level of investment placed in this practice is higher but
the output received from this was not good. This made Bermondsey Spa Medical Centre fall for
Inadequate.
Access: Here, services/treatment offered by Bermondsey Spa Medical Centre is accessible
to needy person but still due to ineffective management patients have to wait for the services
many a time which have also been in the case of patient who have faced problem related to delay
in surgery due to late ambulance admission even after pre booking for the same.
Equity: Treatment and services offered to the patients was not fair as it has been seen in
inspection that there were many patients who are getting prescription at the same time of their
request whereas there are few patient who are not getting it on the timely manner even requesting
it for twice. This shows that equality is not maintained at the Bermondsey Spa Medical Centre.
Relevance: This dimension of Maxwell does not fall valid for Bermondsey Spa Medical
Centre as they are not accounting needs and wants of the overall population as the whole which
is ultimately shifting them towards Inadequate criteria under well led and responsive criteria.
It is very important for doctor Shabir Bhatti to increase the quality of their service. The
service quality emphasize on achieving the demands and requirements of the customers. The
main aim of all the organisation is to provide good qualities service to all the people. For doing
so, organisations have to first identify the factor which constitute quality. It is very important for
the organisation like this clinic that they are providing good quality services to different people.
There are basically two categories of service quality which include technical quality and
functional quality. The technical quality is consisting of actual requirements of people from the
service. On the other hand, the functional quality focuses on process of service delivery. The
perception of quality by services offered by Dr Shabir Bhatti are having positive attitude towards
providing good medical facility to all the people. This company focuses on making people happy
and satisfied by providing them good facilities (Singh, and Prasher, 2019). The delivering of
quality service is defined as one of the major challenge which this organisation is facing. For this
company to be successful within market, it is essential that they are able to provide quality and
effective services two people. Delivering of good quality e is known as dynamic state which is
related with services, products and people which meets the expectations and demands of people.
For this medical service, quality is embracing the nature and it is impacting the stakeholders,

society as well as environment. People who are coming to Dr Bhatia clinic need to have quality
services provided to them.
The main objective of providing services by this medical organisation is to ensure that they
are providing good service which is able to meet it and exceed the expectations of customers. It
is very easy for customers to judge the low quality and high quality service by knowing that what
kind of service provided and if it is fulfilling all the requirements of the customer. The service
quality is defined as a perceived judgement which can result from the evaluation process in
which customers are comparing the expectation with the service.
There are different characteristics of service which is helpful for achieving the goals and
targets of organisation. It is essential for Dr Bhatti clinic that they are able to to provide good
quality services and in return they are increasing the number of people coming for treatment at
their medical organisation. In context of this organisation, there are following characteristics of
services –
Intangibility - this is one of the important characteristic of the service. This concludes of
idea of service that can be activity, satisfaction or benefit that is offered for sale. In case of this
medical organisation, the main motive is to provide good quality service to people. It is ensured
by this organisation that it is able to provide intangible services to all people.
Inseparability – this is known as the reflection of delivering and consuming the services.
This is associated with affecting and shaping performance as well as quality of service which is
provided in Bhatti's clinic (Behdioğlu, Acar, and Burhan, 2019). Owner of this service is
inseparable from the services which it is providing. It is very important for the medical
organisation to develop task related technical competence of employees. This is helpful for
providing good input of skilled employees and managing the interpersonal skills as well as
marketing.
Heterogeneity - this is associated with the potential for high variability for providing
services to people. This is a major problem for the medical organisation as there is requirement
of talented professionals who are able to manage the health of different individuals. It is very
important for this medical organisation to work in proper manner and control the activities and
task performed by professionals and expertise properly.

Q2: Analyse and conclude whether Dr Shabir Bhatti’s practice has capable and competent staff
to improve the quality of service delivery.
Core competency is determined as the set of competencies which specifies how effectively
integration of multiple resources and skills supports business in making themselves different at
marketplace. This clearly depicts the core strength of the organisation which supports them in
attaining growth. Resources are mainly termed as the money, raw material, asset, manpower and
others which are used by the leader or head for executing organisational operational work. In
this, capability is termed as the ability of the individual to perform the work as per their personal
values. This is mainly applied with the human resources as it shows how workforce are
performing their work and achieving their goals in quicker manner.
The main positive aspect if the staff is capable and competent is that it clearly supports in
assessing learning and development needs of staff, also the staff could protect time for their
learning and development. Along with this, it can be said that skilled staff can easily contribute
in maintaining adequate record of the work and also places their contribution in the appropriate
assessing, planning and delivering care and treatment to patients. On the other hand, the main
negative aspect if the staff are not capable and competent is that they are not able to deliver
quality treatment to the patient.
Yes, Doctor Shabir Bhatti’s staff is competent enough to manage and deliver quality
services. It is important to train and develop them along with taking various measures to bring
development in the organisation. Doctor requires to make sure that all the staff is treated with
empathy and efficiency. This will as also help in developing trust of the healthcare staff towards
the clinic.
Doctor need to take care that all the private as well as organisational goals of employees
and business are aligned together. The only goal for both of them should be providing the
patients who come to them with optimum services and best practices. For this it is important that
doctor divides the work in clinic as per the skills and qualities of each of the employee. No
employee should be over burned by work as it reduces their efficiency.
It is the duty of doctor to make their staff competent if they are not competent enough.
They cannot give up on their human resources. Proper training program are required to be
developed for staff in order to train them with qualities that they lack in.

There will be a number of changes taking place in organisation altogether. These changes
will be difficult for the healthcare staff to adopt at once. It is necessary that doctor take regular
meeting with staff and explain them with all the required information of changes that are going
to be taking place in the organisation. In this way doctor can also build trust of employees in the
clinic. The employees will stay motivated and feel important for the organisation. This will bring
a feeling of belongingness among employees towards doctor and clinic. It will help in
developing empathy of staff towards clinic and the patients visiting here.
Assurance and trust are two important factors on which any medical organisation works. It
is very essential for Dr Bhatti to ensure that there providing good quality facilities to people.
This is helpful in providing better services to all the people and helping them by having good
medical facilities. This organisation is not able to provide effective service to the company. Dr
Bhatti must provide motivation to all staff members and practitioners to work well and provide
good services to people. Trust and confidence as provided to all the people so that it is easy to
achieve the organisational targets (Singh, and Prasher, 2019). This medical organisation is
focused towards empathy which means it wants to provide caring individualized attention two
people. This company is working for satisfying the needs and requirements of people by using
latest technology and processes while providing services.
Q3: Assess the possible impacts that one of the following techniques could have on Dr Shabir
Bhatti’s practice in terms of delivering consistent and effective quality management.
The tool kaizen refers to continuous improvement in an organisation. Dr Shabir Bhatti can
use this tool in order to continuously bring innovation in the healthcare services provided by
them.
This tools helps in increasing efficiency and also help the healthcare centers to remain
within their budgets. Kaizen is the best tool to use year as it focuses on small and continuous
improvements in the workplace. Every small improvement will result in small development and
as the time goes on these minor changes will lead to new changes and improvement in the
organisation.
Dr. Shabbir Bhatti clinic can use following steps to make use of Kaizen successfully:
 It is important to regularly arrange meetings and visual communication in the hospital to
remind all the employs to practise improvements continuously.

 They also need to ensure that all the GP surgery as well as supervisors know about kaizen
and how to facilitate engagement also how will the changes be implemented. It is necessary
to train everyone in the organisation before applying kaizen.
 It is important that the changes which are to be brought in clinic should be for every
department. It is important that all the workers, supervisors and healthcare professionals put
in their suggestions and the board response to their suggestions effectively. This will keep on
continuing until the improvement which doctor wants for the clinic is completed.
 It is important to make a plan in order to keep everyone in the clinic involved. This can be
said to allow people so that they can implement their own views and ideas as well as let them
manage the results or changes in the bring in clinic.
 A plan should be developed in order to respond to every suggestion being made. Responses
should also be in detail on how the suggestion will be implemented. It is to be kept in mind
that no change is too small to be implemented and even the minor changes should be
implemented successfully.
Below mentioned our business ideas which doctor can implement in the clinic in order to
bring continuous improvement.
Streamlining workflow - It is necessary to pay special attention to the areas in clinic where
work is slowing down. It can some life-threatening emergencies which can arise due to
equipment’s which are kept in wrong places at wrong time. These are the things that are required
to be taken care of by doctor. Making a visual workflow with various signs, colour coding,
labels, and floor marking can be helpful as it will guide the equipment’s to go where they are
required.
Improvement in organisation- It is necessary that all the tools and medications in the clinic are
stored in proper locations to help smooth working as well as patient safety in the clinic. Through
using proper visual communications in clinic will also help ensuring safety of patients, ensure
that their medications are received on time. It will also help in increasing efficiency as people
can easily find out where are the medications kept whenever they urgently require it.
Increasing safety- It is necessary to increase safety in environment as according to a report by
CQC it is said that 75% deaths in healthcare centres are caused due to infections. Improving
surgical practices will help clinic to ignore these infections. It is important to remind healthcare
workers in clinic to take care of this factor.

Proper use of resources- it is important that all the resources present with clinic are used
properly. The record of resources should be kept by staff in order to make sure they do not lack
any such resource.
As per the report of CQC, it was found that there were certain errors that were prevailing
within the organisation. The report revealed that services provided to patients were neither well
led nor responsive. Further, there were several bases on which the entity requires to bring about
improvements as per the CQC report and these are acknowledged to be safety and effectiveness
of services provided to users. Also, it was found that there was a significant lack of procedures
and systems in place to guarantee the compliance to requirements which can reflect good
governance. Also, the arrangements for identification, record and management of risks, issues
and implementation of mitigation actions were not effectively active. Further, the entity was also
found to be breaching the Regulation 17(1) of the Health and Social Care Act 2008 (Regulated
Activities) Regulations 2014. The recommendation which is provided for rectification of this
situation is the application of Kaizen by emphasizing upon the 3Cs which are aimed at employee
engagement. These 3Cs are explained beneath:-
 Connection: The employees working within the Bermondsey Spa Medical Centre should
feel connected to the vision of entity, their reporting authority, functional department and
the care service users.
 Control: The people possessing control in their hands is central to being a human. They
should be extensively engaged in the procedures as well as decisions related to
Bermondsey Spa Medical Centre. They should get engaged in PDSA (Plan Do Study
Adjust) based problem solving methodology which is considered to be the pinnacle of
being in control of their environment as well as work product.
 Creativity: This along with problem solving, are regarded to be 2 of the main
components of self actualization needs, a part of the Maslow’s theory of needs. The care
staff while working in Bermondsey Spa Medical Centre would have this need of theirs
met by way of problem solving. Multifunctional cross training along with widening roles
is the common practices that should take place within the medical centre to allow
employees to use their creativity, thereby instilling a sense of motivation within them.
With the application of Kaizen approach, the concerned medical centre would be able to
make the care staff work in a collaborative manner for the provision of high quality care services

to patients as well as following all the guidelines stipulated by health care institutions or bodies
like CQC, NICE etc.

REFERENCES
Books and Journals
Singh, A. and Prasher, A., 2019. Meassuring healthcare service quality from patients’
perspective: using Fuzzy AHP application. Total Quality Management & Business
Excellence, 30(3-4), pp.284-300.
Behdioğlu, S., Acar, E. and Burhan, H.A., 2019. Evaluating service quality by fuzzy
SERVQUAL: a case study in a physiotherapy and rehabilitation hospital. Total Quality
Management & Business Excellence, 30(3-4), pp.301-319.
Singh, A. and Prasher, A., 2019. Measuring healthcare service quality from patients’ perspective:
using Fuzzy AHP application. Total Quality Management & Business Excellence, 30(3-
4), pp.284-300.
Ramli, A.H., 2019. PATIENT SERVICE AND SATISFACTION SYSTEMS. Business and
Entrepreneurial Review, 15(2), pp.189-200.