Analysis of Service Operation Management at Winterbourne View Hospital

This report analyzes the Winterbourne View Hospital case, focusing on service operation management failures that led to patient abuse and mistreatment. The case highlights the importance of effective service delivery in healthcare, examining the roles of doctors, nurses, and caretakers. It details the physical and psychological abuse suffered by patients with learning disabilities, as exposed by a Panorama investigation. The report discusses the involvement of government bodies, NHS, and CQC, and emphasizes the need for legal actions and improved healthcare professional conduct. It also touches upon group dynamics and the impact of poor service on the hospital's reputation and performance. The analysis includes references to relevant literature and underscores the need for quality service to maintain goodwill and prevent organizational dissolution.

SERVICE OPERATION MANAGEMENT
CASE OF WINTERBOURNE VIEW HOSPITAL

INTRODUCTION
Service operational management plays an important role in
hospital venture so that individuals gets best of the treatment
from various doctors, nurses and caretakers.
This operational management comes into play when effective
services are rendered to patients so that their needs and
demands gets fulfilled in cost effective manner.
In relation to the above topic, the organisation undertaken as a
scenario is the Winterbourne View hospital which is a
private hospital situated in Bristol.
This presentation will discuss the physical and psychological
abuse suffered by the patients with their learning disabilities
and the challenging behaviour.

Continued...
Report states that Panorama investigation broadcast on the
television exposed the physical and psychological abuse
which is done by the doctors, nurses and caretakers with the
patients and whole of the scenario developed a bad impact
on the hospital in the eyes of patients as well as the other
individuals who are living in UK.
In relation to the above incident, government bodies and also
the local social service and main regulators NHS and CQC
has received many complaints from the patients but the
mistreatment were continued. The old practice were still
followed and no action were taken up by any of the
authority.

Continued...
If patients are halted and not given proper care then where they
will ask for the justice regarding the sickness which they are
suffering from.
Thus, it is found that local body has to take severe against such
regulations and give the healthcare professionals punishment
regarding the wrong things which they have done.
The main harassment is done to the disabled people because
they have the fear in their mind and do not speak against the
injustice which is happening with them.

Continued...
Health care organisations comprises different workers and they
are bound to give effective treatment to the patients so that
venture gets a competitive edge over the rival hospital firms
who are working in same industry.
Further, the target of government body is also to reduce the
effect of harmful disease by undertaking various actions. The
scenario depicts a bad picture in the minds of the other
patients of Winterbourne View hospital and it was utmost
necessary to take legal actions against the hospital venture.
However, after revealing, other patients stated that the
monstrous behaviour was done from a long time but no
appeals were made.

Continued...
Health care professionals are advised to give quality of services
to the patients so that hospital venture can make effective
goodwill in the eyes of the customers.
Their bad behaviour can influence the organisation
performance upto great extent and this can also lead into the
dissolution of the firm. The same thing happened with the
cited hospital venture and the employees who have
committed such a crime has been sent behind the bars.
Further, this present work has been done in the group and all
the people who involved in making this presentation has
really considered the relevant data in effective manner.
Further, data has been collected from varied sources seeking
the in-depth analysis of the same in order to make the report

Continued...
Group dynamics in relation to the present scenario will play a
crucial role as it is considered as a system of behaviour as
well as the psychological process within the social group.
Further, the study of the group dynamics will certainly help in
decision making behaviour, tracking the spread of the
disease within the society and also coming up with new
ideas and solution in order to solve a specific problem.
NHS is a body in UK who frames plans and policies so the
rights and interest of the patients does not get affected and
they receive the utmost care from the different healthcare
professionals

REFERENCES
 Weert, T. and Tatnall, A., 2005. Information and
Communication Technologies and Real-Life Learning: New
Education for the Knowledge Society. International Federation
for Information Processing.
 Santy, J. and Smith, L., 2007. Being an E-learner in Health
and Social Care: A Student's Guide. Routledge.
 Edwards, J, Hall, M, and Shaw, D., 2005. Proposing a Systems
Vision of Knowledeg Management in Emergency. The Journal
of Operational Research Society. 56(2).pp. 180-192.
 Braithwaite, J., Iedema, R. A. and Jorm, C., 2007. Trust,
communication, theory of mind and the social brain hypothesis:
Deep explanations for what goes wrong in health care. Journal
of Health Organization and Management. 21(4). pp.353–367.

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