SWOT Analysis of Patient Services in a Hospital

SWOT Analysis of Patient Services in a Hospital SWOT ANALYSIS PATIENT AFFAIRS OFFICE/ CUSTOMER SERVICES: Patient affairs office provides service to patients. Its job is to assist customers regarding anything they need to make sure that they are satisfied with the service they are provided. The staff of customer services in a hospital should be polite and friendly to the patients and must be provided adequate training as customer service depicts the culture of any organization/hospital. Strengths: In my time working at the hospital, I found that the patient’s affair office had a few employees who had very good communication skills. Due to which they were able to talk to patients and solve their problems and concerns effectively. They dealt with patients of different moods and were able to help them in one way or another. All the employees in customer services had the capability and temperament of working in a team to solve various problems of patients. They were able to communicate well with other employees of the same department as well as of other departments which enabled in building an environment that was healthy. Weaknesses: Although some employees in customer services had good communication skills, but I also saw those employees who were not able to deal with customers and whenever a patient made complaint, they had to look at their colleagues for answers. Due to this, patients had to wait which increased their bad experience of any type with the hospital. There was also a lack of decision making in the patient affairs office. Whenever a situation was raised where patients asked for favors or discounts, customer services representatives had to keep them on hold to ask other senior employees which again kept patients waiting. A lack of following up on the problem was another weakness that I found. When a representative solved a patient’s problem, he/she never attempts to get feedback from the patient. Opportunities: Hospital must provide adequate training to the employees of patient affairs office to enhance their communication skills and for polishing all the other required skills for this job. They can even hire new employees who fulfill their requirement. Threats: Many new hospitals are built now which are giving tough competition to attract more patients by asking patients for feedback from time to time and are actually using that feedback for improving themselves. The best patient affair representative is getting job offers from various other hospitals which is a major threat as he is very skilled and is able to tackle with customers easily without disappointing them. Conclusion: Hospital has various strengths in the patients affair office, all it needs is to hire good trainers for the representatives over there and polish their skills to deal with customers in a better way which will reduce the weakness of the hospital. At the same time, they need to capitalize on the opportunity available and remove the threats they are facing. Hospital must take feedback from patients from time to time and bring required improvements and also they need to provide their employees in the customer services good incentives and reward to retain them with the hospital. EMERGENCY DEPARTMENT: It is a department in the hospital who provides treatments and facilities to patients who are in critical condition or who require immediate assistance. The nature of emergency department is so unplanned that it must be prepared at all times along with specialized doctors in all fields to deal with injuries ranging from basic ones to severe ones. Emergency departments operate 24 hours in a day. Strengths: The hospital had all type of machines and equipments available for dealing with patients in the emergency department. Weaknesses: There was often a shortage of staff in the emergency after 12 a.m. which caused problems for patients. There is also a problem of slow service. Another weakness is that sometimes the emergency room is not clean and smells bad. Apart from this, although the hospital has all the required equipments available but most of them are outdated and are not kept in an order. Due to which it often happened that at the time of emergency, it was difficult to find the required machine. Opportunities: Hospital can do partnership with the best medical school as after that students will assist the hospital and will be available for patients 24 hours specially at times when other staff is not available, which will be beneficial for both patient and student. There are grants of government available for the hospital, it can take them and utilize them for the benefit of the emergency room by improving the condition of it. grants will help in solving financial problems and will enable the hospital to buy and keep latest machines to better assist patients in case of emergency. Threats: Hospital is losing doctors because of retirement due to which there is a shortage of doctors in the emergency department. This has caused various problems and thus hospital is losing patients especially in the emergency department to other hospitals with excellent emergency departments. Conclusion: Hospital must reduce its weaknesses as other hospitals are taking advantage of that by providing patients with better service in the emergency department. It must hire more staff in the emergency department for keeping it clean or if it cannot hire then it must raise the salary of existing staff so they perform their duties efficiently. It must also capitalize on the opportunity available to it by doing partnership with medical school and also by accepting the grants by government, which will help the hospital in investing more in the emergency department. It must also place advertisements for doctors to reduce the problem of less doctors in the hospital as this way there will doctors available in the emergency department as well. Complaints Office Is an office which deals with complains of patients and is responsible for getting their feedback. They are responsible for keeping patients in the hospital satisfied by solving their problems and thus not giving them a chance to complain. The duties of this office are critical as form time to time they have to deal with customers with bad moods; they have to tolerate them at their worst which requires a lot of patience. Its necessary for the complaints office to have solution for all the patients or else they will just lose patients. They also need to report complains of patients to senior managers to keep them updated on the condition of the hospital. This way senior manager will be able to take actions that are beyond the complaints office to keep their patients satisfied with the service they are getting. Strengths: The employees in the complaints office are available to patients at all times and solve their queries as much as they can. The complaints office of the hospital has an excellent system of recording all complains of patients on a computer which is available for all the staff of hospital to view. This keeps everyone informed about the issues that should be solved. Weaknesses: The employees at the complaints office lack patience and they often are unable to solve their issues. Sometimes when a patient makes a complaint they listen to them but never takes any action which increases the level of dissatisfaction of patients with the hospital. Opportunities: Hospital can hire a specialist for giving training to its employees as to how to deal with patients with bad moods. They can even hire employees who are specialists in human behavior so they know the required solution depending on the mood of patients. Threats: Other hospitals have more specialized complaints offices due to which they dint give a chance to their patients of complains. So patients prefer other hospitals compared to this which is significantly affecting the growth. Competition is a major threat that the hospital is facing in almost all its departments. Conclusion: Hospital needs to hire good employees and experts of human resources in the complaints office to deal with patients more effectively. They also need to polish the skills of existing employees in the complaints office. Hospital needs to overcome its weaknesses in the complaints office as it is in direct contact with patients at all times and is responsible for solving their problems. Although employees here have got free right to make any necessary decision depending on the situation but since most of them lack patience, they are unable to talk to customers politely. Referrals Office Referrals basically help keeping doctors track of the care that their patients are getting ti make sure that provided care is right for that particular patient. Request for a referral is usually made by the primary clinician when he/she comes to the conclusion that services that a patient requires are not available at the hospital. So referrals office processes these appointments with specialists for the clinicians. The responsibilities of a referral office are to service the appointment with specialists and to keep the clinician updated about the dates and time of appointment. Strengths: The referrals office at the hospital is highly trained and has contacts with many specialists in various fields which enable them to be of service to patients of ant type of problems ranging from small to big ones. Weaknesses: The number of people in the referrals office is less compared to require as there are sometimes delay in making appointments to the specialists which annoys patients as no one likes to wait. Secondly, the appointments that patients get are late and they often have to wait for a month or two to visit the specialist which is not acceptable in situations or cases that require immediate attention. Opportunities: There are various referrals programs available to improve the existing referrals in the hospital so it can take one of them to reduce the inefficiencies. The steps for making a referral program include: First, make a timeline for the program of referral and record the changes it bring to the referrals office to be better aware of the benefits of the program and also to make sure that it’s actually working. Second, keep getting feedback of referrals from the patient to make a list of specialists who actually helped the patients to recommend such specialists further. Also. This will help referrals office in knowing that with which specialist they need to build a better relation. Offer your gratitude to specialists that you are referring to your patients so that they are satisfied with the hospital and are willing to accept future patients. Threats: The threats faced by the referrals office include the referrals office of other hospitals who try giving better service to the specialists that they refer to their patients on behalf of clinicians. Some of these hospitals are old and some are new which are giving intense competition to this hospital. Conclusion: the referrals office should use its strength to get the best specialists appointment for their patients to make sure that they get the best service. They must try to reduce their weakness by hiring more employees in the referrals office and also by trying to get the appointment as quickly as possible especially in cases where the illness is severe. they must capitalize on the opportunity available to them by introducing a referrals program to better train themselves for this job which will help in retaining patients as they will be satisfied by the service provided to them by the referrals office. They must try to come up with strategies and ways of dealing with the competition that they are facing from other hospitals. Ward Administrative Ward: it is the ward that is responsible for administrating the wards in the hospital. Every hospital has various wards and thus the responsibilities of a ward administrative are huge. Employees in the ward administrative units need to coordinate and mange the wards and they also need to supervise it from time to time to make sure that they are up to the mark. Other responsibilities of a ward administrative ward includes establishing policies and plans to be followed, making sure that the best service is being provided, maintaining the infrastructure to make sure that all the facilities are provided to the public and getting feedback from patients to bring improvement if there is a lacking. Strengths: Employees at the ward administrative office of the hospital are providing a good service to the hospital. The wards of the hospital are neat and clean at all times and almost everyone is trained and knows his/her duties. Weaknesses: The employees at the ward administrative ward never come up with plans or ideas for providing even better service than they are providing now. Although they are providing a good service but they lack a need of making policies which everyone could follow. And also the infrastructure available at the hospital is old and need to be replaced. The wards of the hospital are old fashioned and they need to have some work done. Opportunities: Hospital can hire a good architect for solving the issue with the wards and giving it a design that is attractive for patients. The infrastructure of a hospital matters a lot and an attractive hospital attracts more patients. Threats: The threat is same as for other departments, competition. Many new hospitals have been formed with attractive designs and extraordinary architect that attracts the patients. Although the purpose of a hospital is to solve the problems of patients but building and other infrastructure also matters. Conclusion: the ward administrative ward is fulfilling its duties effectively but there are a few lackings here that need to be focused. Firstly, they need to make sure that all wards have latest infrastructure and are presentable to the patients because as discussed earlier, it matter a lot for patients to go in hospitals that provide good services in all ways.

How Tiger Woods Affects the Game of Golf Essay -- essays research pape

How Tiger Woods Affects the Game of Golf Like Muhammad Ali is to boxing and Michael Jordan is to basketball, Tiger Woods is considered by many to be the greatest golfer of all time. Due to his incredible playing on the course, his young age, and the endorsement deals he signed with major advertising companies, Tiger Woods’ fans place him on the â€Å"best of the best† list in professional sports. Society places an enormous amount of responsibilities on its champions or favorites. â€Å" Sure, he is good on the course, but how well does he support society? What does he stand for†, the public says. There is more to Tiger Woods than a good golf swing or how well he can say â€Å" Buy these shoes† in front of the advertisers’ cameras. Even though Tiger would never say it, his influence over the game of golf and society as a whole far outreaches the twenty-six years he spent on the planet so far. Tiger Woods started playing golf in his garage, with a cut off club, when he was eleven months old. Now, twenty-six years later, he glides through the toughest, most widely respected golf courses in the world as if he was born to win. Golf course owners and managers change the distance from the tee-boxes to the hole in order to make the course more difficult for Tiger. He makes most courses look easy to play well on, despite the actual level of difficulty. He is the youngest player to win the Masters Tournament in the history of golf. Tiger makes over one million per tournament in which he places in t...

Introduction to Civil Law Essay

Since Roman law there has existed an understanding regarding the structure of the body of legal norms, in that legal relations between actors (so†called legal subjects) can mainly be of two kinds. One involves equality between the players: legal subjects are free to enter into the legal relations of their choice, and they have the power to mutually influence the contents of their relation: their rights and obligations. Eventually this happens when persons enter into legal relations with each other as private parties, within their private capacities. Example I.1 When Janis and Inga decide, that Janis will buy Inga’s watch, they both have the option to decide whether or not Janis will buy and Inga will sell the watch – that is to say, whether to make the contract for the sale of Inga’s watch. The same is true of the question of what the major conditions of the deal should be – price, time and place of performance, supplementing services such as whether or not Inga will provide Janis with extra batteries, etc. All these issues are decided by the parties mutually and either of the two parties can at any time say â€Å"no† to what the other party proposes. The same is true of other kinds of private relations, e.g. whether or not they will want to start dating each other and later on be married to each other. Another, quite different set of cases is one in which this equality between the parties does not exist. In those cases one of the parties is subordinated to the other. One of the parties can compel the othe r to enter into a legal relationship with it and dictate the terms. See more: introduction paragraph example For example, when Janis has to pay taxes to the tax authority of his country, he can not say â€Å"no, I do not want to pay taxes, i.e. I do not want to enter into a tax paying relationship with you†. He cannot alter the terms of the relationship with the tax authorities either: he can not say â€Å"oh, I am willing to pay taxes, but less – or at a later time – than required†. Or, if Janis suddenly were to kill someone and the police were to arrest him, then the prosecution to charge and finally the court to sentence him, he can not tell the police, the prosecutor or the court â€Å"leave me alone, I do not want to enter into a legal relationship with you†. In both examples, the nature of the legal relationships – tax law, criminal law and criminal procedural law – is such that the legal subjects are not free to decide whether or not to enter into a legal relationship (pay taxes, be investigated, charged and sentenced) and to influence its content. It is easy to discover that in these examples the representatives of â€Å"the other side† – the tax authority officer, the policeman, the prosecutor, the judge – did not act in their private capacities like Inga when selling her watch to Janis. They acted in a capacity to represent the interests of the public rather than of the private individual. To the tax authority officer as a private person it is likely not to matter whether Janis pays taxes or not; however, to the public interest of the community (the state) whom he represents, it is important that legal subjects pay their due taxes. The policeman may personally not care if Janis killed someone â€⠀œ perhaps for so long as it was nobody the policeman personally knew – but to the wider society it is of primary importance that killers be caught, brought to justice and punished. Thereby, in all these situations it is a public interest that overwrites the equality and freedom of the other party enjoyed in private relations. It is not difficult to recognize that the public interest that prevails over the autonomy of the private individual is represented by the state. In legal relations where the parties act freely, they act in their own private interests as private individuals or in another word as civilians. Thereby, this area of law is named private law or civil law. In cases where one of the parties lacks this freedom whereas the other has a compelling power to bind the other party, it is usually for the interests of the public. Thereby, this area of law is named public law. Private or civil law covers such cases as company law, where relations are between private individuals who want to associate for a common business purpose and set up a company of their own to pursue a profit†making activity; contract law where equals are making deals between thems elves; family law, where private individuals get together for the purposes of establishing a family through marriage, having children and taking care of and raising their children; copyright law, where one individual creates a piece in the literary, artistic or scientific domain for the use and enjoyment of all others in society, etc. Public law covers such areas as public international law, constitutional law, the law of public administration, criminal law, all procedural laws such as criminal procedure and civil procedure, financial law and tax law, etc. The course Comparative administrative and constitutional law, which students have had by the time they encounter their first private law courses, was a good example of public law fields. Note that the dichotomy of private and public law does not cover the entire legal system, albeit it fairly well covers the overwhelming majority of legal relations. For example the branch of private international law (conflict of laws) deals with situations in which the subjects of the legal relationship are not the state and subordinated legal subjects such as taxpayers, criminal offenders, etc., as in public law, or private persons acting in theoretically equal positions such as in private law, but legal systems between which a choice has to be made because the case is factual ly connected to more than one legal system.

art of china Essay examples - 1219 Words

China has the worlds oldest living civilization. Its written history goes back almost 3,500 years, and the history told by its artifacts and artwork goes back much farther. The oldest known works of Chinese art include pottery and jade carvings from the time of 5000 BC. Jade is a general term used to describe either jadeite or nephrite, known as true jade. Its composed of several minerals. Its smooth and rich in texture, but its also extremely tough. It can be off-white, or dark green, and sometimes has a reddish tint. Authentic jade is cool and never translucent. The philosopher Confucius described jade perfectly when he said: quot;It is soft, smooth and shining- like intelligence. Its edges seem sharp but do not cut- like†¦show more content†¦Although other countries also created China, the pottery originated in Asia. French porcelain was inspired by the delicate white work from the Ting dynasty, and Clue and white Dutch Delft porcelain was modeled after pottery from the M ing dynasty. Pottery started out as functional, but became more ornamental as the centires continued. the themes of the painted and carved porcelain were mostly nature scenes, but they were also from folklore. Artrists originaly molded the clay with their hands and set it in the sun to try. Eventualy they began to use a potters wheel, and they used a glaze at the same time as the romans. During the Tang dynasty, Chinese pottery began to develop its own distict style. They used the first colored glazes, and underglaze painting. The best pottery came from the time between the Sung dynasty and the Ming times, when the King hired officials to work in his court strictly as potters. When these artists made mistakes in their work (cracks or drips), they used the mistakes to create a picture, such as turning a crack into a tree, or a drip into a teardrop. Although painting was not Chinas first form of art, it is probably the most important and dominating form today. Chinese paintings have always tried to capture philosophy as well as details. 1,400 years ago, Hsieh Ho, made six basic laws for painting, which artists in China still follow today. TheyShow MoreRelatedCommercialization Of Art And China2364 Words   |  10 PagesCommercialization of Art in China Introduction Commercialization of art is a global trend in the 21st century, which makes the artworks known to the public as everyone is able to see it in auctions, galleries and media. 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