Quality Assurance in Health Care
INTRODUCTION
Pursuing to meet customer expectations is a critical and strategic decision. It is not something an organization does simply to satisfy a standard but it is something does to stay in the business. Meeting customer expectations should be the ultimate goal. Although profit and revenues are very important, this is nothing compare the results of fulfilling customer needs and expectations. Everyone must involve in meeting customer expectations. All personnel should have the capability to meet what the customers expect them to do. Customers are only satisfied if their expectations are consistently met. To be competitive, expectations of customers must meet in a timely and cost effective manner.
As for the National Health Service (NHS), it is very important that customer or clients/patients as we call it in medical field are satisfied and happy for the services that NHS offered. The number of clients that NHS has is equally huge. On average, it deals with one million patients every thirty six hours. That is why NHS should understand the importance of quality assurance to maintain clients. Knowing what your customer wants, the business should make it possible to modify everything you do to please the customer.
When employees start thinking of someone as a customer, it should always think customer as someone who will interact with the company, think them as a person rather than thinking them as someone who is not worth bothering. When the business is doing fine, expectations by the customer will rise. Those expectations come some obligations on the part of the owner and also by employees. You have always met those great expectations.
In the article posted by Hoyt Mann in Phaseware, (Mann, 2010) he emphasizes the 3 ways to meet customer expectations. First, do not make promises that you cannot fulfil. If you failed to fulfil the promises, it will mark you as a liar or deceiver. It is the worst labels that your business can get. If your customer cannot
Pursuing to meet customer expectations is a critical and strategic decision. It is not something an organization does simply to satisfy a standard but it is something does to stay in the business. Meeting customer expectations should be the ultimate goal. Although profit and revenues are very important, this is nothing compare the results of fulfilling customer needs and expectations. Everyone must involve in meeting customer expectations. All personnel should have the capability to meet what the customers expect them to do. Customers are only satisfied if their expectations are consistently met. To be competitive, expectations of customers must meet in a timely and cost effective manner.
As for the National Health Service (NHS), it is very important that customer or clients/patients as we call it in medical field are satisfied and happy for the services that NHS offered. The number of clients that NHS has is equally huge. On average, it deals with one million patients every thirty six hours. That is why NHS should understand the importance of quality assurance to maintain clients. Knowing what your customer wants, the business should make it possible to modify everything you do to please the customer.
When employees start thinking of someone as a customer, it should always think customer as someone who will interact with the company, think them as a person rather than thinking them as someone who is not worth bothering. When the business is doing fine, expectations by the customer will rise. Those expectations come some obligations on the part of the owner and also by employees. You have always met those great expectations.
In the article posted by Hoyt Mann in Phaseware, (Mann, 2010) he emphasizes the 3 ways to meet customer expectations. First, do not make promises that you cannot fulfil. If you failed to fulfil the promises, it will mark you as a liar or deceiver. It is the worst labels that your business can get. If your customer cannot
References: Baker, M. (1995) Marketing Theory and Practice, 3rd edition; London: Macmillan Press Ltd. Robson, W. (1994) Strategic Management and Information Systems, 2nd edition; London: Clays Ltd. Torrington, D. and Hall, L. (1995) Human Resource Management, 4th edition; Herfordshire: Prentice Hall Europe Bauman, L Citizendium (2011) Health care Quality Assurance [Online]. Available at: http://en.citizendium.org/wiki/Health_care_quality_assurance [Accessed: 20 June 2011]. Mann. H. (2010) 3 ways to meet customer expectations [Online]. Available at: http://www.phaseware.com/PhaseWare-Files-blog/bid/33521/3-Ways-to-Meet-Customer-Expectations [Accessed: 23 June 2011]. Oxford University Press (2002) An Introduction to Quality Assurance in Health Care [Online]. Available at: http://intqhc.oxfordjournals.org/content/15/4/357.full [Accessed: 29 May 2011]. Wirral University Teaching Hospital (2010) Kaizen News Issue 1 [Online]. Available at: http://www.whnt.nhs.uk/document_uploads/Kaizen/2852_Kaizen_Newsletter.pdf [Accessed: 10 June 2011].