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HEALTH CARE-SERVICE
244
Transcript
The Twin's First Service Encounter
ITM UNIVERSITY
2017-19
Anuj Kumar
Gaura Chauhan
Mayank Rajpal
Shashank Saxena
Vinaya Gupta
INTRODUCTION
The case describes the hospital service experience of a married couple.
OVERVIEW
- The risk of multiple birth pregnancies.
- Required with every possible precautions.
- Reaching the Maternity ward with lapse of services.
- NICU- toggling the floors for intensive care.
- NESTING ROOM- a reunite to a family.
HEALTH CARE- INTANGIBLE DOMINANT
Health care- Tangible/Intangible
- The health care services that are offered by the hospital are categorized as intangible.
- The invisble organization and system policies for parent made a Intangible factor which persisted till the end of nesting room.
CHARACTERISTICS
CHARACTERISTICS
- The Intangible service in health-care plays a vital role in performance of the associated opertaing task.
- As from the case; the delivery was at high risk, not only due to the nature of the new borns, but also beacuse the pregnancy was multiple-birth(twins).
- Interactions with health care professionals.
- Education on health conditions.
- It is viewed as potentially diminishing the service experience in a delivery.
FLOOR TO FLOOR
Floor to Floor:
several behind the scenes operations that occured.
- Maternity ward 3rd floor
- NICU 4th floor
- All work to be repeated again, (twin) paper work.
- Nesting room-2 floor
- Unhappening encounter with Dr. Baker's Assistant.
- Learning how to use (ultra sound) machine.
STAFF
STAFF
Dr. Baker
Dr. Jhonson
Decided a stay of 7-10 days.
Apologized for not being there earlier.
Arrival in the hospital:
THE FIRST ENCOUNTER
- Security guard (busy in the casual conversation)
- No information given
- Helped out by ownself for vechicle parking.
Nurse 1
2nd shift nurses
Dr. Baker's Assistant
2nd shift nurses
shared the experience of giving birth to a premature child
completion of paper work.
preparing for the operating room
Introduced himself as Dr. Baker (nervous)
SERVUCTION MODEL
Servuction Model
The model illustrates the factor which influence the service experience.
PRODUCTS
- EMERGENCY ROOM
- ELEVATOR
- MATERNITY WARD
- DELIVERY ROOM
- RECOVERY ROOM
- NESTING ROOM
- NICU
SERVICESCAPE
SERVICESCAPE:
- It refers to the physical evidences that are used to design service environments.
- Evidence help the customers to determine the quality of service they are receiving.
- From the case study we have learned that the- hospital's service cape is very impressive.
- Physical evidence were used to create a well-developed healthcare service environment.
CONTACT PERSONNEL/ SERVICE PROVIDER
CONTACT PERSONNEL/ SERVICE PROVIDER
- The case shows a lot of contact personnel were actively working in the hospital is to provide service to the patients.
- Most of them were giving their best effort to satisfy the patients & their relatives.
- Contact personnel of hospital is - security guard,NICU staff, hospital insurance, assurance.
OTHER CUSTOMERS
OTHER CUSTOMERS
- Other customer refers to those people who receive service alongside a particular customer.
- Other customer of the hospital include the presence of patient's husband.
SERVICES
INVISIBLE ORGANIZATION & SYSTEMS:
These are the rules, regulation & processes through which the organization are administered, therefore, the impact upon patient's can be very profound.
- the invisible organization & systems of the hospital include information form to be completed by patients
- admission policy
- doctors visiting hours
- nurse service hours etc.
Molecular Model
MOLECULAR MODEL
- ATMOSPHERE
- MEDICAL ASSISTANCES
- MEDICAL AID & GUIDE
- THE EMERGENCY DEPARTMENT
- MATERNITY WARD
- DELIVERY ROOM
- NICU
- NESTING ROOM
- It shows the relationship among the tangible & intangible components involved in firm's operation.
- Management tool-offers the opportunity to visualize the firm's entire bundle of benefits.
- Hospital provides treatment & healthcare services.
INTANGIBLE
COMPONENTS
TANGIBLE
COMPONENTS
- BILLING METHODS
- CONSULTANCY
- INFORMATION RECORDING
- CAESAREAN SECTION
- PHYSICIAN TEAM
- NURSES & OTHER STAFF
CORRECTIVE ACTIONS
Corrective Actions
Health care is an intangible service that can be experienced with some tangible evidences.
It is a people processing service .
ACTIONS
ACTIONS:
- PERSONAL TOUCH
- HIRING, SELECTION, & TRAINING PERSONNEL
- CHANGES
- FEEDBACK FROM PATIENT
- OTHER CUSTOMERS
ACTIONS
ACTIONS:
- INVISIBLE ORGANIZATION AND SYSTEM
- HANDLING CUSTOMER CONCERNS
- INFORMATION
- ASSURANCE
- ENVIRONMENT
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