Improving Service Quality: An Investigation of Dr. Bhatti's Practice

This report examines the service quality issues at Dr. Shabir Bhatti's practice, which was rated as inadequate by the CQC. It utilizes Maxwell's dimensions of service quality to identify problems such as insufficient patient safety, long waiting times, and inadequate leadership. The report analyzes the competence of the staff, highlighting the need for improved training and patient involvement to enhance service delivery. Furthermore, it assesses the potential impact of Kaizen as a quality management technique, emphasizing its role in improving teamwork, reducing waste, and fostering continuous improvement. The conclusion summarizes the findings and reinforces the importance of addressing these issues to improve patient care and outcomes. The report emphasizes the need for improvements in staff training, patient involvement, and the implementation of effective quality management strategies like Kaizen to enhance the overall quality of service delivery and address the practice's shortcomings.

You have been hired as a junior
investigation officer by Dr. Shabir
Bhatti’s practice to investigate the
reasons for the practice being rated as
inadequate.

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Q1: Using Maxwell’s dimensions of service quality, explain the problems currently
experienced by Dr Shabir Bhatti’s practice................................................................................1
Q2: Analyse and conclude whether Dr Shabir Bhatti’s practice has capable and competent
staff to improve the quality of service delivery..........................................................................2
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...............3
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
This study is considered to be very useful in examining the various problems which has
been experienced by the Dr Shabir Bhatti’s practice. Moreover, this report is relevant in
analysing the capable and competent staff in order to improve the quality of service delivery.
This study also highlight on evaluating how Kaizen is delivering consistent and effective quality
management.
MAIN BODY
Q1: Using Maxwell’s dimensions of service quality, explain the problems currently experienced
by Dr Shabir Bhatti’s practice.
Maxwell’s dimensions of service quality comprises of acceptability, effectiveness, accessibility,
efficiency, equity and relevance. As per the Maxwell’s dimension of service quality the surgical
procedures which has been performed by the Dr Shabir Bhatti’s is not within the lawful consent.
Patients were unable to access to the quality care services because the process and system was
not in place to keep the patient safe. Patient also ensured that, there was a long waiting time for
the non- urgent appointments (Van Rossum and et.al., 2016). This eventually resulted in long
delay of the waiting and booking time which leads to low degree of health quality to the people
who has been seeking care (Dr Shabir Bhatti's practice is rated Inadequate by CQC, 2019). The
Dr Shabir Bhatti’s practice tends to insufficient leadership capacity which tends to lack formal
governance arrangements. The service of quality which has been provided to the patients tends to
have high degree of insufficient assurance in order to demonstrate that, the individuals has
received effective treatment and care (Renedo and et.al., 2015). The practice of the Dr Shabir
Bhatti’s did not completely engage in the regular multi- disciplinary and clinical meetings in
order to take decision associated with the care of the patient who have complex needs. Staff
within the Dr Shabir Bhatti’s practice were very inefficient because the staff were not clear
related with the reporting incidents. There seemed to be lack of insufficient arrangements in
order to safeguard individuals from abuse at the arrangement needed improvement. The practice
of the Dr Shabir Bhatti’s is inadequate in order to provide safe services and improvements. Staff
within the practice tends to focus on reporting various set of incidents, concerns and near misses
(Ocloo and Matthews, 2016). The Dr Shabir Bhatti’s practice did not carry out complete
investigations when things went wrong. The safety measures and communication was not
improved. Patients were at the high degree of risk of harm. Patients were at a high degree of risk.
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The Dr Shabir Bhatti’s practice continued to breach the various care regulations. The medical
centre has been effectively provided to give proper care to the in a safe and precautionary
manner. It helps in improving the risk or governance which eventually has resulted in breach of
care regulations. Dr Shabir Bhatti’s practice tends to did not consistently learn about the things
and also did not put any efforts in order to improve the services (Beirão, Patrício, and Fisk,
2017). The practice also didn’t demonstrate the skills, experience and knowledge of the staff in
order to effectively carry out their roles. There also seems to be high degree of relative
experience which eventually leads error within the criminal record.
Q2: Analyse and conclude whether Dr Shabir Bhatti’s practice has capable and competent staff
to improve the quality of service delivery.
Dr Shabir Bhatti’s practice has been considered to be inadequate over the Cared quality
commission. There seems to be high degree of needs to improve the skills and quality of the
participants. It is very crucial in order to ensure that the proper training is imparted to the staff
members which eventually leads to the providing of the better care services and outcomes (Wang
and et.al., 2015, January). Dr Shabir Bhatti’s practice was not able to effective demonstrate that,
the staff had the adequate level of knowledge, skills and experience to effectively carry out the
roles within the health care organization. In order to improve the quality of service delivery it is
very crucial to improve the service process for making appointment in order to reduce the long
queues and waiting time for the patient (Dr Shabir Bhatti's practice is rated Inadequate by CQC,
2019). The staff must actively seek to effectively involve patience and improving and
developing the services while developing patient participation group. Dr Shabir Bhatti’s practice
must ensure that online services are integrated in order to provide a wide range of services to the
patient related with contract obligations. The staff also ensures that there is a proper system for
the management for which they are accountable for to attain greater set of quality results and
outcomes within the people who has been seeking care services (Donetto and et.al., 2015). It is
very crucial for the Dr Shabir Bhatti’s practice to effectively develop a system which supports
and provides information to the patients.
Introduction of the robust process for recording, reporting, acting and also monitoring the very
significant incidents and events helps and providing care services to the patients. Include
necessary employment checks at ensuring recruitment arrangement is one of the most effective
way for improvement in the practice. Ensuring staff compliance with specific guidelines and
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policies in order to carry out the roles within the safe and effective manner which reflects on the
requirement related with the Dr Shabir Bhatti’s practice (Maglio and et.al., 2019). It is very
crucial to take necessary action in order to address various identified concerns associated with
controlled practises and infection prevention.
Ensuring staff with adequate level of training and rewarding them for the specific roles and
responsibility helps in attainment of higher care results and outcomes (Dr Shabir Bhatti's
practice is rated Inadequate by CQC, 2019). Compliance of the formal covenants arrangement
within this system helps in monitoring and assessing the wages risk associated with the quality of
the service provision stop all the complaints within the medical Centre practice must be dead
with appropriate level of accuracy with compliance with practice policy. Moreover, ensuring
recruitment arrangements helps in necessary employment checks for the staff. Dr Shabir Bhatti’s
practice must ensure the patient’s dignity and privacy in order to deliver the best possible
services to the people. Dr Shabir Bhatti’s practice tends to have low degree of caring
responsibility from the staff and health care practitioners in order to provide them with the
optimum level of care and outcomes. Some of the patient also demonstrated that, few staff at the
time of practice has treated them with the utmost degree of accuracy and efficiency (Kilbourne
and et.al., 2018). Staff has been dealing with the patients with utmost accuracy and, respect and
kindness. Dr Shabir Bhatti’s practice has been relatively low with caring set of responsibilities.
There were high degree of areas which results in continuously underperforming, supporting staff
with respond to the patient feedback. The practice which involve the public, staffing and
extremely partners in order to sustainable and high quality care.
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.
Key performance indicator helps in evaluating the success of the employees, organization. It
helps in meeting the goals and objectives for meeting the goals and objectives of the company.
On the other hand Kaizen is considered to be as one of the most effective measure which in
removing the various set of problems and issues which in turn helps in effectively changing the
operations of the business (Osborne, Radnor and Strokosch, 2016). It is very useful because it
helps in encouraging the staff to effectively come up with the better set of idea and managers in
order to improve the process (Dr Shabir Bhatti's practice is rated Inadequate by CQC, 2019).
Kaizen practice is of utmost relevance importance because it helps in improving the productivity,
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safety, process, and reduction in waste which eventually helps in delivering effective and
consistent quality management to the staff. Kaizen quality management is considered to be one
of the most effective approach because it helps in encouraging and implementing various set of
improvements within the process which leads to better quality care and outcomes. It is one of the
most effective method which helps in improving the Teamwork and it also helps in building
leadership skills (Elf, and et.al., 2015). This is one of the most prominent methodology in order
to improve the efficiency and standard work document at the time of delivery and care to the
patients in Dr Shabir Bhatti’s practice. Kaizen quality management is one of the most prominent
approach to regulate better safety within the workplace and it also helps in reducing waste. This
methodology which leads to continuous improvement in the operations of the business. One of
the key and prominent elements associated with this technique is personal discipline, teamwork,
improved morale, quality circles and suggestions for improvement. Integration of all the key
elements of Kaizen quality management within the practice helps in delivering consistent and
effective quality management to the patient in Dr Shabir Bhatti’s practice. Kaizen quality
management is one of the most prominent approach because it helps in identifying the various
set of problems and also continuously improving the mechanism in order to provide the best
possible services to the patients. It is very useful in connecting with the organizational vision and
connecting the staff with the mission and objective of the company. People have high degree of
control to take decision in an appropriate and relevant manner (Pinnock and et.al 2017). The staff
being actively engaged to provide the best possible services to the customers and also attaining
higher operational goal is very relevant to reduce problems such as long queue and delaying in
service delivery action to the people. Problem solving and creativity is the most effective
measure which helps in working together and helps in delivering consistent and effective quality
management (Dr Shabir Bhatti's practice is rated Inadequate by CQC, 2019). Kaizen quality
management is one of the most prominent approach because it helps in conducting relevant and
valid research and also extracting appropriate set of information in order to deliver appropriate
care and results to the patient who has been seeking care (Braithwaite, 2018). Working together
innovatively with all the team members is one of the most effective ensure which helps in
engaging the staff and delivering the best possible services to the patients for better care results
and outcomes. It helps in continuously solving the problem in an accurate and efficient manner.
It is also useful in complying with all the legal laws in order to carry out activities with utmost
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level of accuracy and efficiency (Renedo and et.al., 2015). Kaizen quality management is
prominent as it helps the patient in assessing the various set of care services which leads to better
care results and outcomes.
CONCLUSION
From the above conducted study it has been summarized that, The practice of the Dr Shabir
Bhatti’s is inadequate in order to provide safe services and improvements. The practice also
didn’t demonstrate the skills, experience and knowledge of the staff in order to effectively carry
out their roles. Staff has been dealing with the patients with utmost accuracy and, respect and
kindness. The staff must actively seek to effectively involve patience and improving and
developing the services while developing patient participation group. Moreover, Kaizen practice
is of utmost relevance importance because it helps in improving the productivity, safety, process,
and reduction in waste which eventually helps in delivering effective and consistent quality
management to the staff.
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REFERENCES
Books and Journals
Beirão, G., Patrício, L. and Fisk, R.P., 2017. Value cocreation in service ecosystems. Journal of
Service Management.
Braithwaite, J., 2018. Changing how we think about healthcare improvement. bmj, 361, p.k2014.
Donetto, S and et.al., 2015. Experience-based co-design and healthcare improvement: realizing
participatory design in the public sector. The Design Journal, 18(2), pp.227-248.
Elf, M and et.al., 2015. Shared decision making in designing new healthcare environments—
time to begin improving quality. BMC health services research, 15(1), p.114.
Kilbourne, A.M and et.al., 2018. Measuring and improving the quality of mental health care: a
global perspective. World psychiatry, 17(1), pp.30-38.
Maglio, P.P and et.al., 2019. Handbook of Service Science, Volume II. Springer International
Publishing.
Ocloo, J. and Matthews, R., 2016. From tokenism to empowerment: progressing patient and
public involvement in healthcare improvement. BMJ Qual Saf, 25(8), pp.626-632.
Osborne, S.P., Radnor, Z. and Strokosch, K., 2016. Co-production and the co-creation of value in
public services: a suitable case for treatment?. Public Management Review, 18(5), pp.639-653.
Pinnock, H and et.al 2017. Systematic meta-review of supported self-management for asthma: a
healthcare perspective. BMC medicine, 15(1), p.64.
Renedo, A and et.al., 2015. Patient and public involvement in healthcare quality improvement:
how organizations can help patients and professionals to collaborate. Public Management
Review, 17(1), pp.17-34.
Van Rossum, L and et.al., 2016. Lean healthcare from a change management
perspective. Journal of health organization and management.
Wang, Y and et.al., 2015, January. Beyond a technical perspective: Understanding big data
capabilities in health care. In 2015 48th Hawaii International Conference on System
Sciences (pp. 3044-3053). IEEE.
Online
Dr Shabir Bhatti's practice is rated Inadequate by CQC |. 2019.
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[ONLINE]. Available through< https://www.cqc.org.uk/news/releases/dr-shabir-bhattis-practice-
rated-inadequate-cqc>
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