Question

Give example for Delivery gap model and internal communication model of service quality in relation to patient satisfaction. ( explain in detail with specific example for each in healthcare industry.)

Answer 1

Gap is created when understanding of such standards does not integrate patients' perceptions of service quality and management. To fulfill or meet the needs of the consumers, the organization must first consider what exactly the consumer perceives as a need or as a desire. An example of one difference is that patients deserve not only expert medical treatment but a hotel-like atmosphere as well. Across other areas, the hospital has made changes across dining facilities, bigger name tags, more information desk and radios.

A research compared the opinions of more than 1,000 registered nurses, various nurse managers and more than 2,000 patients in 17 hospitals on some aspects and expectations of patient care needs. Interestingly, staff nurse and mangers did not agree regarding the needs of the patient. In fact, the patients surveyed expectations of patient care did not correlate to the expectations of nursing at large. This research clearly shows the difference between the expectations of the nurses and the true values of the patient.

· • Hospitals can use the results to search for any potential or actual gaps between the perceptions of the patient and the hospital services they are seeking. Hospital was recommended to use data from patient surveys effectively to fill the void between patient expectations of service and service provision. This has been reported that nursing units need to look past the predetermined self-reinforcing patient care concepts to look at the real principles that patients require in order to achieve optimal patient satisfaction.

· • Including former patients and families in the creation of a healthcare system that addresses patients ' needs will close the gap. Family and patient engagement in hospital advisory boards would be a valuable tool for filling this gap. The participants will be demographically close to the patient population and provide patient needs with feedback in real time. The difference is replicated by closing gaps between information and doings. To please the patient, the understanding of the medical staff as a team is key. Using a theater model, hospitals can fulfill patients ' needs while providing the best hospital experience in any challenging circumstances.