Question

On your way for lectures one day, you came across an accident scene where the victim was bleeding profusely. You happened to be the first person at the scene so you assisted the victim to a nearby health centre. When you entered the yard of the health facility you noticed that the compound was very neat with beautiful flowers and modern structures. At the emergency ward was a nurse who was busily having a phone conversation with a supposed friend. It took her about five minutes on your arrival before attending to the accident victim in a pool of blood. After the first aid received from the nurse which could not stop the bleeding entirely, it took you between eighteen to twenty minutes before a medical officer attended to you at the emergency unit. The story was not different at the pharmacy unit where you had to go for the prescribed drugs. It took you a considerable length of time before you were finally served although there was no queue. Using the Parasuraman’s dimensions of quality, discuss the quality of service at the said health centre?

Answer 1

According to Parasuraman’s dimensions of quality there are 10 dimensions of service quality which are credibility, security,access, communication, competence, responsiveness, reliability, tangibles and customer understanding. As per the dimensions of the quality of service the responsiveness of the the the health center is very slow, it can be seen from the details of the case that the nurse was busy having a phone conversation with a supposed friend and she took about 5 minutes on arrival before attending the accident with victim. This instance also shows that she was not completely understanding the requirement of the customer and busy with her own work. The second instance from the case is the nurse which could not stop the bleeding entirely took between 18 to 20 minutes before a medical officer attended the emergency unit, this clearly shows that the health center was not competent and not reliable in terms of offering their services. The third incident from the case in which the pharmacy unit had to go for the prescribed drugs took a considerable amount of time, which shows that the medicines were not timely accessible for the patients.

Please up vote this answer.