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Within a conversation with coworkers about what constitutes quality in healthcare, there are several considerations that must be discussed. There are multiple components of quality that must be brought up. There are also three ways that quality can be created within the healthcare organization for the patient that can be shared among the group. The customers of the healthcare organization should also be identified for a full understanding. The customer service expectations among the various customers differ, however they also share similarities.
The components of quality healthcare are perceived quality received, quality expected and quality delivered. The perceived quality received is equal to the quality delivered minus the quality expected according to Fottler XXXXXXXXXXThis means that the quality that the patient and/or customer feels they receive from their interaction with the healthcare organization is completely subjective and based upon their expectations entering the process of receiving care.
Three ways that quality can be created within the healthcare organization for the patient are to focus on the customer, treat the customer like a guest, and by managing the total healthcare experience. According to Fottler (2012), every process and every action the organization takes should be focused around the customer. Treating the customer like they are a guest involves treating them like they are active participants and collaborators throughout the care process.Managing the total healthcare process involves managing the physical environment, organizational culture, clinician and staff behavior, interpersonal relations, communication system,administrative policies, clinical protocols and standsards of operationaccording to Fottler (2012).
The customers of the healthcare organization include patients, families, visitors, third-party payers, vendors, clergy, physicians, and staff according to Fottler, XXXXXXXXXXTo satisfy patients and families, staff must be empathetic, compassionate and understanding, as well as being professional, informational and efficient. Third-party payers and vendors need timely reimbursements and accurate paperwork and form completion to be satisfied. Clergy, physicians and staff require a pleasant, clean and easily accessible facilities along with the resources to complete the tasks and responsibilities they carry out on a dailybasis.
There are expectations in every industry, the expectations in the healthcare industry are some of the highest of any industry. All customers expect efficient handling of their component of the business. All customers appreciate and expect an environment that is well planned and organized, and a strategy that focuses on these basics and strives for extremely positive customer experiences can be successful.
References:
Fottler, M XXXXXXXXXXAchieving service excellence : strategies for healthcare. 2
ndEd. College of Healthcare Executives. Chicago, IL.