Customer Engagement Report: Young Pregnant Women in Redcliffe

This report investigates customer engagement within the healthcare sector, specifically focusing on young pregnant women and mothers in Redcliffe. It emphasizes the importance of customer engagement for increasing hospital revenue and understanding patient needs, highlighting the benefits of prenatal services and client loyalty. The report identifies challenges faced by both healthcare providers and young mothers, including economic issues, privacy concerns, and difficulties accessing services. It explores potential solutions, such as web-based counseling and home maternity services, to improve service delivery. The information provided is crucial for assessing the advantages for social workers in Redcliffe, highlighting the need for customer satisfaction and participation in healthcare services, ultimately aiming to increase productivity and improve patient outcomes.

Report

ESSAY
Aim of the report is to understand the customer engagement with health care. It is important
for young pregnant women and mums to analyse the significance of participation with their health
care provider. The report also identifies the challenges being faced by the young mom and pregnant
women in assessing services which are available in Redcliffe. The challenge declines their health
and creates issue for the unborn child as well (Munn-Giddings and winter, 2013). These service
users are also facing greater challenges in getting support from their health care provider in
Redcliffe. As per the report it is important for developing pre-natal services which is being provided
to young pregnant women and mums.
Importance of customer engagement
Customer engagement is referred to as engagement of customer’s i.e. young pregnant
women and mums with Redcliffe. It increases sales and revenue portions of the hospital as it
increases the engagement of customer base for the hospital. Customer engagement helps the
customer to understand needs and expectations of young pregnant women and mums; this in return
helps the hospital to increase participation and involvement of service user. Engagement with the
priorities of the pregnant women, the hospital is able to analyse risk factors which are causing
deficiency in the service user (Aveyard, 2014). Assessment of above also assists the hospital to
build client loyalty and generates goodwill in the health and social care market. As the service user
increases, their loyalty towards the hospital will also increase and Redcliffe will be able to acquire
new potential customers for the health care. Customer engagement is also important for health care
to educate young pregnant women and mums about the importance of health care services. This in
turn, increases retention of service user in the hospital (Goesling and et.al., 2014).
Challenges faced by the health sector in engaging and supporting
There are multiple challenges that health care is facing in respect to consumer engagement
and support. The hospital faces issues in convincing young pregnant women and mums about
choices of treatment and services they need. Due to fluctuations in economics and low level of
income, young pregnant women and mums hesitate to take services which might cost them a lot.
The health sector have developed low cost strategies targeted for specific service user but has failed
to make them purchase the same (Goesling and et.al., 2014). The rising issue in protecting patient’s
privacy is a biggest challenge for the health care. Private and Public agencies intervention in
collection of data troubles the customers who are not willing to share their private information with
others. Thus security of data of service user is a difficult affair to maintain. As each pregnant
women and mums needs are different, so evaluating what is the right product or service becomes
difficult. Diversity in consumer base creates issues in formulating strategies and policies by
1 | P a g e

Redcliffe.
Challenges faced by young pregnant women and mums in accessing services available to
them.
Lack of proper education in teens and children creates challenges for them. As they are not
able to complete their schooling they lack in getting a full time job. Young pregnant women and
mums find it difficult to get a job that may generate sufficient financial funds for themselves.
Economic issues are the biggest challenge in accessing services that are created for their betterment
by Redcliffe. Low level of support generates depression in young pregnant women and mums and
this diminishes their interest in getting health care services for themselves. Lack in proper
management of time with studies and care creates issues of getting schedule appointment with
health care provider (Finer and Philbin, 2013). Due to this, they lack in getting services which are
designed to provide them care by Redcliffe. Discouragement and feeling of hopelessness creates
lack in confidence in young mums and pregnant women.. This in return leads to non-assessment of
services available to young mum and pregnant ladies.
Development of options for delivery of pre-natal/peri-natal services
In order to develop pre-natal services for young pregnant women and mums, Redcliffe must
advertise and promote the advantages of services like; web based counselling, clinic visits,
Childbirth Education Classes, clinic drop-in, Home Maternity Services and etc. The use of these
services will ensure healthy delivery options for the young pregnant women and mums. Education
about these facilities and their advantages on health of mums and women will ensure development
in the user base of these services (Wright, Randall and Arroyo, 2013). Usage of the services from
home itself will promote the service users to take advantage of these services provided by Redcliffe.
This will increase comfort among the service users and they will be inclined towards using more of
these services. This will also raise word of mouth which will in return generate more customers for
Redcliffe.
How this information has led to the development of needs assessment for Social Workers
The above information is crucial as it provides assessment of advantages for social worker
in Redcliffe. Increase in productivity and revenue generation by using these services provided by
Redcliffe ensures development of heath care (Basch, 2011). The above information is successful in
providing value of engagement of services with the service user in order to generate participation of
users. Social workers will be more careful in generating customer satisfaction and participation
towards services.
From the above report it is clear that it is important to provide utmost care and services to
2 | P a g e

young pregnant women and mums as they are fragile and delicate to handle the risk and
responsibilities of pregnancy and child care. The services provided in Redcliffe are very crucial for
health development in that area. The report also concludes that even after providing facilities and
care, young mums and pregnant women are facing great challenges which need to be addressed by
health care provider. At last, it can be concluded that it is important to generate customer
engagement in Health care to increase productivity of hospital as well as service user (Basch, 2011).
3 | P a g e

REFERENCES
Books and Journal
Atkins, D.N. and Wilkins, V.M., 2013. Going beyond reading, writing, and arithmetic: The effects of
teacher representation on teen pregnancy rates. Journal of Public Administration Research
and Theory. 23(4). pp. 771-790.
Aveyard, H., 2014. Doing a literature review in health and social care: a practical guide. McGraw-
Hill Education (UK).
Basch, C.E., 2011. Teen pregnancy and the achievement gap among urban minority youth. Journal
of School Health. 81(10). pp. 614-618.
Black, A.Y., Fleming, N.A. and Rome, E.S., 2012. Pregnancy in adolescents. Adolescent Medicine:
state of the art reviews. 23(1). pp. 123-38.
Finer, L.B. and Philbin, J.M., 2013. Sexual initiation, contraceptive use, and pregnancy among
young adolescents. Pediatrics. 131(5). pp. 886-891.
Goesling, B. and et.al., 2014. Programs to reduce teen pregnancy, sexually transmitted infections,
and associated sexual risk behaviors: a systematic review. Journal of Adolescent Health.
54(5). pp. 499-507.
Mittler, J.N. and et.al., 2013. Making sense of “consumer engagement” initiatives to improve health
and health care: a conceptual framework to guide policy and practice. Milbank Quarterly.
91(1). pp. 37-77.
Munn-Giddings, C. and Winter, R., 2013. A handbook for action research in health and social care.
Routledge.
Wright, P.J., Randall, A.K. and Arroyo, A., 2013. Father–daughter communication about sex
moderates the association between exposure to MTV’s 16 and Pregnant/Teen Mom and
female students’ pregnancy-risk behavior. Sexuality & Culture. 17(1). pp. 50-66.
Online
Women and Newborns Services. 2015. [Online]. Available through:
<https://www.health.qld.gov.au/redcliffe/services/wns-maternity.asp>. [Accessed on: 18th
December, 2015].
4 | P a g e