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Seamless service.

N Grinstead1, R Timoney

  • 1Mater Infirmorum Hospital, Belfast.

Health Manpower Management
|December 9, 1993
PubMed
Summary

Mater Infirmorum Hospital improved healthcare quality by focusing on customer needs and staff motivation. A 1992 study revealed a gap between services offered and patient expectations, leading to targeted improvements.

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Area of Science:

  • Healthcare Management
  • Service Quality Improvement
  • Patient Experience Research

Background:

  • The Mater Infirmorum Hospital in Belfast initiated a project in 1992 to enhance the quality of care provided.
  • The initiative aimed to achieve a seamless service delivery, boost staff motivation, and establish performance measurement systems.

Purpose of the Study:

  • To reorient the organization towards customer-centricity.
  • To foster improved teamwork and enhance staff motivation.
  • To identify key areas for service improvement based on stakeholder feedback.

Main Methods:

  • Gathering opinions from staff, patients, and General Practitioners (GPs).
  • Measuring every customer interaction point, considering both customer and staff perceptions of service quality.
  • Utilizing data collection methods such as taped interviews, video vox pops, and questionnaires.

Main Results:

  • A significant mismatch was identified between the healthcare services offered by the hospital and the services actually required by patients.
  • Customer perceptions of service quality were found to differ from staff perceptions.

Conclusions:

  • The study highlighted the need for aligning hospital services with patient expectations.
  • Workshops were implemented to drive ongoing improvement activities.
  • A steering group was formed to establish management forums for sustained support and future development.

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