Hospital Service Management: A Report on The Royal Melbourne Hospital

This report offers an analysis of the services provided by The Royal Melbourne Hospital, detailing the author's personal experience and observations. It covers various aspects, including the service consumed during a recent check-up, the quality of service provided by staff and doctors, and the se...Read More

Running head: MANAGEMENT
Hospitality and Tourism Service Management
Name of the student
Name of the university
Author Note:

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Table of Contents
Introduction............................................................................................................................3
Service Consumed..................................................................................................................3
Quality of Service..................................................................................................................3
Service Processes Involved....................................................................................................4
Figure No 1: Service Flow Process in Hospital.....................................................................4
Fail Points...............................................................................................................................5
Process Time..........................................................................................................................5
Activity Time.........................................................................................................................5
Conclusion..............................................................................................................................5
Service Blueprint of the Hospital...............................................................................................6
References..................................................................................................................................7

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Introduction
The following report has been based on the determination of the service offered by
The Royal Melbourne Hospital and the different elements involved with the service offering
of the hospital management (thermh.org.au 2019). The report discusses a personal experience
of the hospital visit and describes the different aspects related with the service of the hospital.
Service Consumed
Last week I have visited the hospital for my regular check up in the hospital and came
through the new and transformed service offering by the management of the Hospital. There
were a number of new transformations in the hospital. I went there to undergo my regular
health check-up which involved tests involving blood test, respiratory check-up, medicine
check-up, heart check-up and some other check-up involving my own body. The services
were provided after a certain period of time as there was a long cue with a least number of
doctors serving the people. The hospital was clean and hygienic, however, there were
instances where it was seen that the waste disposal system of the hospital was not updated
and the management used the traditional process to dispose of the waste.
Quality of Service
The quality of the service has been exceptional from the part of the hospital. It has
been seen that the management of the hospital has taken care of each and every services in a
specialized manner to ensure the success of the business. The quality of the service has been
exceptional from the part of the doctors and the staffs of the organization. Their friendly
behaviour is surely an asset for the management of The Royal Melbourne Hospital. The
service provided by the management has overall satisfied me and I was quite surprised by the
sudden transformation of the internal management process.

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Service Processes Involved
Service processes involves the likes of the different kinds of the business processes
that are involved in the daily operations of the hospital. The figure below provides the best
example of the service processes that are involved in The Royal Melbourne Hospital.
Figure No 1: Service Flow Process in Hospital
Source: (Brandon-Jones et al. 2016)
The service processes that are involved in the hospital are provided below;
a. Admission processes
b. Operations of Emergency Room
c. Refer or transfer to other hospitals
d. Documentation of medical records
e. Other medical processes
f. Supply of drugs
g. Patient flow (including outdoor patients)

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Fail Points
A number of fail points or limitations have been identified through my business
operations. The major flaw has been the least number of outdoor doctors which has increased
the waiting time for the patients resulting in unnecessary congestion in the outdoor waiting
section. This fail point can result into serious problems for the smooth operations of the
hospital.
Process Time
The overall process time for the business operations has been quite smooth in the
hospital. A time of 1 to 1 and a half hours is taken for operations apart from that of outdoor
visits. The least number of doctors in the outdoor departments has led to the increase in the
process time for the outdoor patients.
Activity Time
The activity time in Royal Melbourne Hospital for a single patient is approximately
30 minutes.
Conclusion
The following report has presented a great picture of the services and their quality in
The Royal Melbourne Hospital. The service blueprint is essential for the management of the
hospital as because it helps in the future growth and success of the Hospital.

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Service Blueprint of the Hospital
Physical
Evidence
Patient
Actions
Onstage
Contact
Actions
Backstage
Contact
Actions
Support
Processes
WEBSITE HOSPITAL SERVICES
DESCRIPTION
HOSPITAL
DRUG STORES
Visiting the
Website
Visiting the
hospitals
Analysing the
features
Taking the
service
Chat with the
doctors
Checking
availability
Doctors
provide dates
Automated
message
Respond to
doctors
Inventory
management
Hospital system
Processing
Patient Analysis
Analysis of the
patient flow
Payment process
Hospital Service
Delivery

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References
Brandon-Jones, A., Lewis, M., Verma, R., & Walsman, M. C. (2016). Examining the
characteristics and managerial challenges of professional services: An empirical study
of management consultancy in the travel, tourism, and hospitality sector. Journal of
operations management, 42, 9-24.
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2018). A retrospective view of electronic word-
of-mouth in hospitality and tourism management. International Journal of
Contemporary Hospitality Management, 30(1), 313-325.
Presenza, A., Messeni Petruzzelli, A., & Natalicchio, A. (2019). Business Model Innovation
for Sustainability. Highlights from the Tourism and Hospitality Industry.
The Royal Melbourne Hospital | Victoria's first hospital and continues today to provide
medical care to the people of Victoria. (2019). Retrieved 14 August 2019, from
http://thermh.org.au/