For any service organization it is very important to measure the quality of services it is providing and to understand how customers perceive its brand. A research/ investigation study will be helpful in measuring various factors which directly affect the quality of services in a health care system.
Team Leader: team leader will allocate the tasks to individual and monitor their performance of the task assigned. Leader will ensure that there should not be any error while collecting the information and analyzing it. Overall team leader will ensure that the complete investigation process is error free and completed with-in the time frame with complete report about the service quality.
Researchers: they will capture all the touch points where customer/ patient deal in the hospital. Research will observe how customer gets treated by various health staff. The observation will be made on certain parameters like waiting time, body language, information on the desired subject, knowledge of the staff, politeness, courtesy, communication skills and friendly behavior. Researchers will also do primary survey with the target audience customer, patient, and service providers. Overall researchers will evaluate all the customer service quality aspects. Researchers will also capture cleanliness and hygiene related aspects in their observation and survey.
Technical Experts: to access the quality of technical services a team of technical experts will be deployed in the hospital. Technical experts will cover all the areas where patient is receiving technical services like Operation Theater, laboratories, labor room and nursery etc. experts will made a fine observation on various service quality aspects and prepare report on them.
The size of complete team will vary depending upon the size of hospital and number of services offered by the hospital.
References
Hollis, C. (2006). QUT Queensland University of Technology. Retrieved October 28, 2011, from www.eprints.qut.edu: http://eprints.qut.edu.au/16267/
Ilminen, G. R. (2003, December). Improving Healthcare Quality Measurment. Retrieved October 28, 2011, from www.texas-quality.org: http://www.texas-quality.org/SiteImages/125/Reference%20Library/Healthcare%20Measurement%20-%20Ilimen.pdf
