Service Operations Management

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,