Service Development, Quality and TBL: Royal Berkshire Hospital Report

This report provides a comprehensive overview of the Royal Berkshire Hospital's operations management, focusing on service development, quality management, and the triple bottom line (TBL). The report begins with a company overview, detailing the hospital's services, capacity, and history, including its expansion of services. It then delves into the new service development process, particularly the depression treatment program, outlining various treatment methods such as exercise, social support, talking therapies, and medication. The report also examines the hospital's approach to managing quality, emphasizing patient satisfaction, cooperation with healthcare professionals, and the importance of government regulations and insurance. It explores strategies for improving quality assurance, including steering committees, patient feedback, and corrective strategies. The report then discusses the TBL, highlighting the importance of people, planet, and profit in the context of the hospital's operations. Finally, the report concludes by comparing the Royal Berkshire Hospital to the London Bridge Hospital, highlighting their differences in services and facilities. The report emphasizes the importance of effective quality management and the delivery of excellent patient care.

Essay

Table of Contents
INTRODUCTION...........................................................................................................................1
Company overview.....................................................................................................................1
New Service development and process.......................................................................................2
Managing quality........................................................................................................................3
Triple line bottom(TBL).............................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7
Books and journals .....................................................................................................................7
.........................................................................................................................................................8

INTRODUCTION
Operation management is a process in which planning, organizing and supervising
various activities which are involved in operations. Operation management supports company
organisational goal and help in higher profitability (Dai and Tayur 2019). Logistic is a broader
term which refers to the process of coordinating and moving resources, people, material,
inventory and equipment form one place to another. In another words, it refers to the movement
of equipment and supplies to employees who are working on a ground level. It keep track on
activities going in organisation including, the purchase of raw material, packaging, shipment and
moving of goods from manufacturing to distributors. Supply chain management refers to a large
network present outside the organisation which indulge in providing quality products to their end
consumers. In this report, Royal Berkshire hospital is taken as consideration which is a national
health service hospital. Its headquarter is located in Berkshire England. This report covers topics
such as service development process and managing quality which are the most important factor
in hospitality industry. Service should be developed timely due to gain competitive advantage in
marketplace. Where as quality in crucial factor and it should be improve according the changing
demand customers. This project provide brief information regarding triple bottom line which
explain the importance of people, planet, profit. These there factor are essential for any
organisation because they act as supporting pillar for business growth and expansion.
Company overview
The Royal Berkshire Hospital is a national health service company which cater hospital
services to the permanent residents of the western and central region of Berkshire. It is located in
Berkshire England and it is total mangled by NHS foundation trust. Company have around 5000
staffs with the annual budget of £228 million as per the year 2018. hospital have capacity to
handle around 815 patient in a single day and also have 627 acute, 66 paediatrics and 120
maternity wards (Abdulsalam and Schneller 2019). Royal Berkshire hospital was opened in 1839
on London road. In 2008, the hospital was awarded 'excellent” for its proper utilization of
resources. And providing quality services to their patient and hospital have the record of treating,
admitting or discharging patients within four hours. In 2011, trust opened a new hospital for
cancer and renal centre at Royal Berkshire clinic in Bracknell. The aim of hospital is to deliver
quality service as close to homes as possible.
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New Service development and process
Depression has become one of the fastest growing disease in the world. In UK most of
the people are affected and researcher suspects that there are various reasons which may cause
depression. Keeping in mind Royal Berkshire hospital open depression treatment programme in
their hospitals to tackle patients who are affected by this disease. It is one of the most common
mental disorder in UK and it has been observed that around 10 to 15% of general population has
experienced depression once in lifetime (Terwiesch 2019). Depression can occur biologically or
it an be genetic in nature. Most of the study shows that having parents and siblings with
depression may be the factor for depression. Another factor for causing depression is physical
health, certain illness, thyroid disorders, and liver diseases which are the causes of depression.
Poor diet can lead to disease and lack of vitamins and minerals may lead individual towards
serious depression. Combination of biological, psychological and social cause are major
component of distress. Symptoms of distress are changing brain function , feeling of sadness,
loss of interest may develop depression n any individual.
As the case of depression have increased in UK, Royal Berkshire hospital have started
providing new serves to there patients. They have made effective process through which the can
treat clients within time period and manage depression process effectively. Hospital provide
various treatment which can help individual to overcome distress. The treatment covers workout
because by doing regular physical exercise can reduce depression . Exercise do not only improve
health but it also trigger new brain cells which minimize the cause of distress. Berkshire hospital
also facilitate with social support , which provide platform for patients to interact with people
more often to reduce loneliness. Talking therapies are also include in the process of treatment in
hospital where Group discussion take place and every person can talk anything about themselves
or any topic they feel like. Talking therapies involve talking through thoughts and feelings in the
presences of depression specialist.
The most effective solution given by Berkshire hospital is mediation and they long
process which start from third day and long last till eight weeks. During this process patient re
generally advice not to stop taking antidepressant suddenly and should carry on after the
treatment process is over. Hospital recommends sertraline or citalopram to fight the symptoms of
depression. Hospital also have numerous kind therapy from which employees can choose one of
the best option. Therapy can be provided by computers, there are online sessions facility
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provided by hospital those who are unable to come over hospital. This programmes are guided
by therapist and every individual is taken care until they reduce the disease. Berkshire hospital
runs various depression programme known as behavioural health partial programme which help
patients to develop skills ad improve their moods and encourage them to live a better life. To
achieve this mission hospital give cognitive behaviour therapy (CBT) to remove or minimize
anxiety, depression, personality disorders. Electroconvulsive therapy is a method through which
doctors improve the quality of life for individual. ECT is a highly effective tool for fighting with
depression and help to overcome patients during their tough phase of life.
Ketamine service at Berkshire hospital offer special treatment for adults who are
struggling with depression. At hospital, ketamine is given to those patients who have not
responded after taking medication which is prescribe by the physician. It also help those people
are dealing with suicidal thought or change in behaviour which require fast treatment.
Adolescent DBT programme is also undertaken by Berkshire which help Children's who are
dealing with depression. It is also known as 3east provide exceptional care for teens and young
adults. It has been seen hat most of the young teens and adult are affected by the depression due
to changing surrounding and tough competition. So DBT programme is designed for patients in
different phases of treatment and recovery process. It help in keeping track for both boys and
girls, and hospital also provide day programme for outpatients. Above mentioned process
provided by hospital help person to fight with depression and empower them to choose better
life and carries in future. As it is more intense and harder to control one should take effective
measure to minimize the risk of patients.
London bridge hospital is taken as consideration with Berkshire hospital in term of new
service development. London bridge hospital have depression therapy services which was not
available before in Berkshire hospital. It provide various kind of depression services from which
patient can choose the best alternative as per the choice.
Managing quality
Managing quality is method which improve effectiveness of treatments and also help in
increasing patients satisfaction with providing better quality services. With an ageing population
and rising health care costs, quality management in health care is gaining increased attention
(Schäfer,2019). A health care system comprises small and large entities, such as pharmacies,
medical clinics and hospitals, and all components need to provide quality service for the system
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to work properly. Berkshire hospital can manage by effective quality management which
emphasis on the needs of the patients because they are the ones who evaluate the effectiveness of
treatments and the appropriateness of the service. Patient needs and expectations change over
time, therefore, sound quality management calls for regular observation of the patients
development and satisfaction with the service. In health care quality management requires the
close cooperation with people and also with diverse expertise. Hospital should have basic
responsibility to provide the best possible services to there clients and this can only be achieve if
managers or supervisors can take the role of leader and motivate employees for achieving their
goals.
It is crucial for hospital to delivering consistent quality, which in return requires reliable
processes. Reliability requires the state of performance goals, risk decrease procedures, quality
transformation policies, quality measurement systems and reward mechanisms to enhance
services offers to clients when they visit hospital. Health care sector is regulated by government
bodies, usually health care are cost;y procedure so Berkshire hospital can provide insurance
facility which mostly govern programme. There is a large gap between the effective of
treatments for depression under research conditions and the effectiveness of treatments as they
occur in the real world primary care settings. Although a number of effective pharmacological
and non pharmacological treatments exist for depression, studies shows that UK have regular
increase of depression patients and most of them leave treatment in the middle due to side effect
or not taken care by hospitals. Some clients have lack of information and regarding appropriate
treatment which. As in result it it does not show any improvement in person which leads to
mental disease.
Steering committees evaluate current policies and procedures, review applicable
regulations, recommend changes, make suggestions about reporting procedures and set goals. A
steering committee should establish processes that will change patient outcomes, cut down
errors, and improve score card of Berkshire. Input from the committee helps hospital leadership
set realistic quality assurance priorities and processes. The Centres for Medicare and Medicaid
Services include precious information that can help you create an effective process. Because
quality affects every area of the facility, it’s important to include members of many departments
on your steering committee, including those who aren’t involved in direct patient care. For
example, patient account representatives, legal consultants and clinical professional often play an
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indirect but crucial role in patient satisfaction and can be valuable committee participants.
Including a cross-section of employees will help you guarantee that you don’t overlook
important component that affect quality and perception of care.
Hospitals should spread news about quality by taking entire Berkshire community from
volunteers to nursing staff to physicians. No matter how medical institution spread positive news
by conducting departmental meetings, emails, flyers and by interacting with clients visit their
hospital for getting treatment. It make sure that patients must get proper information regarding
the quality of service which they provide. Medical institution can also take feedback from their
respective customers and make changes accordingly. In order to manage quality hospital must
review information and input provided by patients, their families and staff, in addition to taking a
look at performance indicators, will help you ensure your quality assurance program produces
results and that benchmarks and targets are met. Such programmes and methods require daily or
weekly observation and while monthly monitoring may be sufficient for others. Regular updates,
both constructive and destructive, will help employees understand their importance in the
process and change their sincerity to the quality assurance program in hospitals
(Nimmagadda2019).
Corrective strategies is one of the prominent healthcare quality assurance programme
which quickly figure out the pros and cons of which effect the quality and safety patients.
Medical institution must training their employees in such as way that can tackle any situation in
effective manner. Policies and equipments should be change according the time to provide
excellent care. Evaluating the main cause of error will reduce the theft and uncertainty in quality.
In the context of London bridge hospital they provide best in class service and it is the
hospital with CQC rating in London. They have specialist team and intensive care facilities to
guide complex situation. Whereas Royal Berkshire hospital is consider as CQC rating and do not
have such facilities for their patients.
Triple line bottom(TBL)
It is a frame work that provide information about companies commitment towards people
and environment or they just they make profits. It consist of mainly three factors such as profit,
people and planet. This theory was given by John Elkington in year 1994 for measuring
performance in organisation. This tool help company to manage financial profit and also improve
people lives and the planet (Berenguer and Shen 2019). A triple aim for healthcare industry is to
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provide better patient care, improve population health, and minimize the cost for hospitals.
Berkshire hospital should take care of patients and employees by making sure that operations
facilities are safe and germs free. Surrounding and hospital area must be neat and clean so that
harmful bacteria may not cause any disease to patients. Nurses who are working in hospital have
high rate of cancer, asthma and birth defects because they are dealing directly with patients and
harmful chemicals generated by medical firm. So it is the prime responsibility of Berkshire
hospital to take care of nurses and their supporting staff, provide them proper mask and other
equipments to reduce harmful chemicals entering in their bodies.
Hospital generate lots of non biodegradable waste cause serious harm to planet which
make people more sick. It has been analysed that hospitals use 8% of nations energy and create
30.9 pounds of carbon dioxide which lead to air and water pollution, causes respiratory illness,
cancer and many more diseases. In order to generate profit healthcare institution must use
resources in effective manner. Hospitals should make sustainable business model so that they
can provide best in class services with minimum price. Berkshire can save millions of pounds by
implementing strategic plan that can ave energy and resources. Many efforts are taken by
medical institution to develop greener environment which in result maintain sustainable
operations and save additional cost of institutions.
Triple bottom line will help in improving reputation of hospitals and by pursuing CSR
activities will enhance the positioning of Berkshire in public eye (Peltonen, 2019). With the
TBL hospital can retain their best doctors and staff members and it also help to recruit best
talent. It also reduce wastage and assure to make effective use of resources which save cost. As a
core value of health care is to provide excellent service, evidence based medicine and quality
outcomes. Every medical group has a vision, mission, and strategic efforts to guide towards right
path and also provide future operational framework which hospitals to make profit and survive
for long run. The basic concept of TBL demand that company is responsible for stakeholders
rather than share holders in hospital. It inspire Royal Berkshire hospital to take into consideration
of people, profit and planet and also shoes strong data and report which help n designing future
blueprint. It ascertain in formulation of profitable methods, reaching clients and creating network
opportunities.
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CONCLUSION
From the above report it has been analyse that operation management is important for
successful business model which help medical institution to gain more profit for long run.
Quality management is important factor for creating senses of trust among patients. Triple
bottom line will help Berkshire to guide towards right direction in future.
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REFERENCES
Books and journals
Peltonen, L.M., Siirala, E., Junttila, K., Lundgrén‐Laine, H., Vahlberg, T., Löyttyniemi, E.,
Aantaa, R. and Salanterä, S., 2019. Information needs in day‐to‐day operations
management in hospital units: A cross‐sectional national survey. Journal of nursing
management, 27(2), pp.233-244.
Nimmagadda, N., Matsushima, K., Piccinini, A., Park, C., Strumwasser, A., Lam, L., Inaba, K.
and Demetriades, D., 2019. Complicated appendicitis: Immediate operation or trial of
nonoperative management?. The American Journal of Surgery, 217(4), pp.713-717.
Schäfer, F., Walther, M., Hübner, A. and Kuhn, H., 2019. Operational patient-bed assignment
problem in large hospital settings including overflow and uncertainty
management. Flexible Services and Manufacturing Journal, pp.1-30.
Terwiesch, C., 2019. Empirical Research in Operations Management: From Field Studies to
Analyzing Digital Exhaust. Manufacturing & Service Operations Management.
Dai, T. and Tayur, S.R., 2019. Healthcare Operations Management: A Snapshot of Emerging
Research. Manufacturing & Service Operations Management, Forthcoming.
Abdulsalam, Y. and Schneller, E., 2019. Hospital supply expenses: an important ingredient in
health services research. Medical Care Research and Review, 76(2), pp.240-252.
Migdadi, Y.K.A.A. and Omari, A.A., 2019. Identifying the best practices in green operations
strategy of hospitals. Benchmarking: An International Journal, 26(4), pp.1106-1131.
Larsson, A. and Fredriksson, A., 2019. Tactical capacity planning in hospital
departments. International journal of health care quality assurance, 32(1), pp.233-245.
Berenguer, G. and Shen, Z.J., 2019. Challenges and strategies in managing nonprofit operations:
An Operations Management perspective. Manufacturing & Service Operations
Management.
Mukami, K.M. and Kiiru, D., 2019. Quality Management Strategies and Customer Satisfaction
among Public Hospitals in Embu County, Kenya. International Journal of Current
Aspects, 3(II), pp.12-25.
Kendrick, M.I., Bartram, T., Cavanagh, J. and Burgess, J., 2019. Role of strategic human
resource management in crisis management in Australian greenfield hospital sites: a
crisis management theory perspective. Australian Health Review, 43(2), pp.157-164.
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