Analysis of Customer-Oriented Healthcare Service at BMI Healthcare

This report examines customer-oriented healthcare services, focusing on customer satisfaction and service delivery within the context of BMI Healthcare. It critically evaluates the importance of customer-centricity in healthcare, emphasizing the need to understand and meet patient expectations, which vary based on factors like pricing, service quality, and perceived value. The report explores how consumer needs influence the delivery and outcome of healthcare encounters, highlighting the impact of technological advancements and the importance of maintaining personal connections. It identifies factors that can hinder the delivery of customer-oriented services, such as long wait times and financial constraints, while also outlining considerations necessary to ensure the delivery of high-quality, patient-centered care. The report underscores the significance of patient satisfaction as a key measure of care quality and emphasizes the need for healthcare providers to adapt to evolving consumer expectations to remain competitive.

Customer-oriented healthcare service
Table of Contents
INTRODUCTION...........................................................................................................................2
MAIN BODY..................................................................................................................................2
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Health care services refers to the furnishing of the medicine, provide the medical or
surgical treatment, nursing, dental, opt metrical and hospital or any other kinds of enumerated
services come under the healthcare to treat the people in proper manner (Anabila, 2019).
Respective kind of services majorly centered around the making health services accessible, high
quality and serving patients in potential manner. it is very much potential for the health service
provider to give one of best services for meeting their level of expectation in positive manner.
respective report is based on the BMI healthcare which is an independent health care provider by
offering the private patients, medically insured patients and NHS patients and many more.
Respective report is based on the significance of the health care services and related consumer
satisfaction. Respective report is based on the critically examine the customer satisfaction and
way to serve in one of best manner. further it includes the way consumers needs and expectations
vary and consumers needs affect the delivery and outcome of the health care services. finally it
includes the factors that hinders the delivery of customer oriented health care services in order to
remain competitive in marketplace.
MAIN BODY
Critically evaluation of the statement.
In the context of Health care sector which is one of consumer centric industry that
established to serve the patients in one of potential manner. It has been analyzed that consumers
are very much demanding but on other hand they do not acknowledge about their level of
expectations (Patient Satisfaction and HCAHPS: What It Means for Providers, 2020). While
service provider not able to satisfy their wants it makes them disappoint, in that regards it is very
much potential for the health care service provider to collect the potential knowledge and
information in regards of consumers and their past experience. As respective information proved
very much beneficial in accumulating necessary resources and facilities for the serving
consumers in one of the best possible manner. to cope up with the changes organizations analyze
the trends of market and by communicating with their clients by the social media and other kinds
of tools helps them to gaining potential knowledge about consumers taste and preferences in
positive manner. It has evaluated that for serving consumers in one of best required to identify

the consumer touch points as it helps to attract them. in the hospitality industry in consumer
touch points consist of the facilities, technological advancement, serving of consumers,
sanitation and many more. For the doctor and other nursing staff required to provide the empathy
in comparison to technological advancement as it helps to recover in frequent manner (Tuan and
et,.al., 2019). it takes into consideration to maintain the careful balance in between the utilizing
the health IT and providing the personal connection that contributes in amending the quality of
life in positive manner. it is another important task for the health care service provider to remain
always in touch with the their clients and engage them with the organization activities. To do the
same required to provide the information about technological advancement steps taken by them
to improve the satisfaction of consumers in best manner. by crafting the strategies and tactics to
connect with the patients by communicating with them on the portal so that they feel connected
and can share their experience in one of the best possible manner. so identification of consumers
needs and demand is first and foremost priority of the organization as consumers not know what
they actually want (Suleiman, 2019).
Hence, from the above description it has been evaluated that consumer and their level of
satisfaction is the first and foremost priority for the organization. evaluation of their wants and
needs is very much potential for organization to serve them in one of their best manner.
How do customer needs and expectations vary, and how are they expressed by customers?
The expectations of the patients in the health care is one of the most important and
determining factors in the health care industry. The purpose of the study is to evaluate the
patients level of expectations as per their needs and rights. The need of the consumers vary from
the one individual to another and it rely on the various factors that includes fair pricing, good
service, good product and feel valued. In that regards health care service have to recognize the
differ kinds of consumers wants and needs by dividing on the basis of their expenditure capacity,
kind of disease from which suffered (Singh and Prasher, 2019). The health care consumer take
the more financial responsibility in regards of their care, their value expectations that directly
impact on their health decisions. As consumers are very much conscious of the actual cost in
respect of their care, most of the naturally mitigate out of the pocket expenditure. In context of
the BMI health care they are very much concerned for serving the consumers in one of their best
possible manner. to fulfill the consumers expectations they divide the consumers on differ kinds

of backgrounds such as their expectations, income group, disease they want to diagnose and
many more (8 Tips for Addressing Expectations of Today's Healthcare Consumers,
2020). It has been analyzed that it is prime responsibility of service provider to meet the
consumers level of expectation for that they need to analyze the consumers expectation. On other
hand consumers also have to share their needs to service providers. In the health care services
consumers sometime choose the on demand service while they sick or injured, they can not
tolerate the waiting even less. Some health care consumers may be highly loyal for specified
doctor so they depict their requirement in specified individual by using appointment route. In
today’s world consumers are the king, in that regards every kind of service provider deliver the
knowledge and information by using the social media tools, messaging that helps to connect with
the people. they make inquiry and they take feedbacks from the consumers so that they can
convey their demand from the service provider to remain competitive in the market place. By
using the online feedbacks that helps to modify the consumers experiences by providing
technologically advance treatments to people so that they can share with others also to remain
competitive in the market place.
How do needs and expectations affect the delivery and outcome of a healthcare service /
encounter?
Health care services are very much important for the organization to serve the consumers
in one of best manner (SHULESKI and et,.al.,2019). it has been analyzed that in today’s
competitive world consumers are very much demanding, to satisfy the same required to examine
respective factors by conducting the through research and development to serve consumers in
one of best manner. the needs and expectations of consumers of health care are very much
dynamic in that regards to make them successful required to use one of best tools and techniques.
While the consumers expect more from the service provider but fail to fulfill their level of
expectations then it hinders the self interest of the organization. in context of BMI healthcare to
create the positive consumer experience which is the multi layered process begins with the
collecting or gathering the insights in regards of consumers needs and wants to serve them in one
of best manner. Collecting the individual abbreviation of good experience begins the with the
acknowledging of whole process. They should follows the retail companies and embrace the
most digital and user friendly channels for capturing the feedback from the consumers in

potential manner. the needs and wants directly affect the delivery and outcome of the Health care
service provider. As while the consumer expect the highly technologically advance treatment and
when the service provider not have the access then they need to provide by dealing with the
others that takes too much cost and time (Nobre, Szczygiel and Condé-Pinto, 2019). For refrain
from such kind of difficulty required to collect potential knowledge and information regarding
the consumers demand and various ways to provide in effective time frame to remain
competitive in the marketplace in effective manner. it also evaluated that patients in today’s
competitive business environment more behave like the consumers, their expectations of services
are expanding with rapid pace that includes the non clinical elements Luu, T.T., 2020). In
respective elements includes mobile check ins, digital appointments and reminders, implication
of the comprehensive kind of patient portal solution and amend the clinical workflows and
deliver one of best kind of solutions that directly enhance the consumers experience in potential
manner. in that regards it is very much potential for the organization to provide one of their best
services to the end users by arranging different sorts of resources under one roof as it directly
influence their decision making.
What are some of the factors that can jeopardize the delivery of a customer-oriented
healthcare service?
For an organization it is very much potential to have the some factors that enables to
serve the consumers in one of best manner. it has been evaluated that there are number of factors
that hinders the self interest in giving one of best services to the end user (Jamil and et,.al.,
2020). To understand or acknowledge the respective factor required to conduct the through kind
of study and analysis that are as follows:
People have the less financial incentive to stay healthy: it is one of the factor that hinders self
interest in providing services to the end users. in context of health care services it has been
evaluated that people have less budget to spend to remain oneself fit and healthy. While people
have less resources and funds then respective sector not able to provide the services in
technologically advance manner. with the quality of services lessen down day by day and on

other hand consumers demand rises in that scenario to remain competitive required to invest
more money and resources to achieve the desirable goals and objectives in potential manner.
The another factor is long wait time, It has been analyzed that patients have to wait for the long
duration to avail the services. it not only takes cost but divert consumers towards other service
provider (Ilias and Shamsudin, 2020). Due to heavy crowd in hospitals and scarcity of doctors
and nursing staff people have to wait for the long time that build their experience negative and
affect their decision making.
In that series some other factors includes that is Doctors may cut in care due to the lower cost, as
it has been evaluated that patients are not financially sound (Hamzah and Shamsudin, 2020).
While they not able to provide money that is demanded by the doctors to serve the patients in
very well manner. in that scenario they cut the service and care of patients in adverse manner that
hinders self interest of patients in adverse manner. in that regards it is very much potential for
the service providers to take into consideration the respective factors as it helps to improve the
level of services.
What are the considerations that you would make / are required to ensure the delivery of a
customer-oriented healthcare service?
The health care industry shift from the patient centered models that helps in providing
one of the best consumer experience to remain competitive in the marketplace. in that regards
providers need to evaluate the patient satisfaction measures and way it affect on their practices to
access the demand and supply side of it (Gonzalez, 2019). Patient satisfaction is the extent to
which the patients are happy with the health care services in both the inside and outside of the
doctor’s office. The important measure of care quality, the satisfaction of patient providers
insights rely on the number of aspects that are medicine, effectiveness of care and level of
empathy with it.
While serving the patients it is very much potential for the service provider to access the trends
prevail in the market. Due to technological advancement consumers now a day demands new
kinds of tools and technology. so it is potential accountability of Health care industry to obliged
the demand of market and provide to the end users. in context of BMI healthcare they are very

much technologically advance with the help of robotics and artificial intelligence they make
oneself expert to serve the consumers in one of the best possible manner.
There are number of factors that can be predispose by the population to increase or decrease the
utilization of the health and care services in the potential manner (Basari and Shamsudin, 2020).
in respective factors consist of the socio economic status, physician supply, policies and belief of
the nation, risk behaviors and health status.
Socio economic status: Respective factor is very much potential for the institution to serve the
consumers in one of their best possible manner. it has been evaluated that people belong from the
differ kinds of backgrounds and have differ kinds of expectations from the service provider. In
that regards it is major accountability to acknowledge the potential information about the
consumers that helps to serve them in one of their possible manner. in context of BMS health to
serve the consumers in one of best possible manner provides the advance level of training and
development to their employees so that they can grant one of best experience to the end users.
Physician supply: the another important factor that need to be consider while serving the patients
is the availability of the doctors and nursing staff (Ajmal and et,.al., 2020). Due to lack of
respective people service provider not able to serve the patients in one of their best possible
manner.
Hence, it can be stated that for the health care service provider it is very much important
to consider various kinds of factors and attributes in mind that helps to serve end users in one of
the best possible manner.
CONCLUSION
From the above report it has been concluded that health care services plays very much
important role in the economy as it provides the employment opportunities to large number of
individuals to achieve the desirable goals and objectives. Health care is consumer centric
industry in that regards serving consumers in one of best manner is their first and foremost
priority. To serve the consumers in potential manner required to inquire about their level of
expectations and way to fulfill in proper way. while serving the consumers organization
encounter some sort of difficulties or problems that can be eliminated by developing the

strategies and tactics to remain competitive in the marketplace. with the help of feedback and
customer reviews health care service providers can be able to serve their consumers in one of
best manner.

REFERENCES
Books and journals:
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customers’ needs. Benchmarking: An International Journal.
Hamzah, A.A. and Shamsudin, M.F., 2020. Why Customer Satisfaction Is Important To
Business?. Journal of Undergraduate Social Science and Technology, 1(1).
Ilias, S. and Shamsudin, M.F., 2020. Customer Satisfaction and Business Growth. Journal of
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Customer Satisfaction Level in Health Care Sector.
Singh, A. and Prasher, A., 2019. Measuring healthcare service quality from patients’ perspective:
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Online:
8 Tips for Addressing Expectations of Today's Healthcare Consumers, 2020 . [Online].
Available through. < https://insights.patientbond.com/blog/addressing-healthcare-consumer-
expectations>.
Patient Satisfaction and HCAHPS: What It Means for Providers, 2020. [Online]. Available
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satisfaction-for-retail/ >.