Strategies to Deliver Service Quality in Healthcare

Strategies to Deliver Service Quality in Healthcare MANAGING SERVICE DELIVERY PASSED BY: RONALD M. INFANTE PASSED TO: BALA NAIR PROMOTING SERVICE QUALITY – AUCKLAND DISTRICT HEALTH BOARD First we have to define what service quality is, service quality this is where we assess either the delivered service is doing well on the client expectations. We are doing the assessment method in order for us to assess our quality service we provide to our beloved customers to make improve to our service and immediately recognize the problems for the sake of client’s satisfaction (service quality, 2015). In order to achieve service quality we have to use the 6 service dimensions, what are those? These are the patient centeredness, equity, safety, efficiency, effectiveness, and timeliness. First is safety, safety means we do no harm to our client with our care example of this is the New Zealand Red Cross, there are promoting first aid training so that when someone experiencing cardiac arrest, heart attack or even drowned they know how to do the proper way of giving CPR to the victim hence promoting harmless safe rescue. Second effectiveness it means matching science to care so if science said if that this drug can help up within this illness or disorder of course we will use that drug but when science said this can’t help we will not use that drug, in conclusion averting overuse of things that can’t help and assuming using the things that do help avoiding under use, that’s effectiveness learning science with care. Third patient centeredness our client have the power to control of his own care, they have the decision on what affects in their health, so by giving these they have the option on what to do in their own care. Fourth timeliness, Air New Zealand have a system build to east the time waste of their clients in result many of their passengers come again to them because of their good services they provide. So we have to follow the footsteps of Air New Zealand by evading delays people are familiar with waiting, we waiting for an appointment to see the doctor or we wait a long time into see the doctor in emergency room, timeliness is important dimensions of service quality, you don’t want a wait everywhere on the health care service so timeliness is decreasing delays. Fifth efficiency like Caltex they doing improvement for their fuel to make a high grade fuel efficiency for their beloved customer that’s is why they are the leading gasoline provider now a days. Efficiency is the way we stop wasting unnecessary procedure or stuff so that the time need on that care is been serve well in the fullness and timely. Sixth equity that means closing the gap in justice of health care basically right now the biggest predictor of your health status in our country remain is your race, you know someone race someone know about their future in health you don’t know most anything I can tell you about them, a black baby born in the city bottom more this years has a life expectancy of a male it’s a seven or eight years less than white baby that’s the quality dimension to equity (Defining Quality: Aiming for a Better Health Care System, 2012). Patient centeredness, equity, safety, efficiency, effectiveness, and timeliness those are the names of dimensions of quality that the Auckland District Health Board should work on. Servqual Model 0c Gap 5 (Futuristic) Gap 3 Gap 4 Gap 1 (Quality) (Design) (Client) Gap 2 (Management) v Gap 1 (Client) this is between what the client expect and what CEO think client’s expect, for example am the client and I go to a five star hotel so I expect when I came there is a parking space available for me, a free movie ticket or a ticket with a best show, a high fast speed free Wi-Fi internet and when I don’t get all this thing no matter what good experience is there is a gap because I don’t get what I expected to have and that disappointed me so what must the CEO do, do a market research, evaluate yourself and your service, put your shoes to client so you will know what is there expecting with your service will provide for them to satisfied there expectation. Gap 2 (Management) this is gap between what Health Care Staff perception what kind of service they provide for the client and what the CEO perception what his Health Care Staff expected to do. For example hand over of the patient to another health care staff, here is the scenario I night nurse shift is waiting for her hand over shift because her time of care is over then the morning nurse shift came and she just told the patient name and where his room number and she walk away, so there is a gap of improper hand over so this is what the nurse perception, so what the CEO do, do a meeting so the address of improper hand over is solve. Gap 3 (Quality) the contrast between what standards a firm is supposed to deliver and the job actually gets delivered. For example vital signs procedure, a nurse is checking the vital signs of the patient without the proper equipment’s he just using his clinical eye for example he touched the forehead of the patient and suddenly said your temperature is 37 degree Celsius so there is the gap about service quality, so how do we solve it by using the proper equipment using to check the vital signs like thermometer. Gap 4 (Design) the difference between what external clients perception and what it actually does for them, example is there is a program for weight loss and it said you can loss 20 kilos for just 2 weeks and there is the gap, so how we solve it tell the most accurate result like loss 3 kilos per week by the use of attending to dietician and physiotherapy experts. Gap 5 (Futuristic) the difference between clients expectation and perception, now if we solve this all kinds of gaps I guarantee you all our client/patient experience our service will come back to us seek medical attention (The GAP Model for Service Quality Improvement, 2012). I also want to implement Kanban in our hospital, Kanban is a scheduling system it can help us to manage our time in dealing with our patient. How can affect us? It scheduled our time by doing the 3 process to do, in process, and done. By this it will help us to list what the things to do example for this day, what are the things that are in process, and what are the things that are currently done. So it help us to simply understand what we are going to priorities to decrease the chance of forgetting it. Also we need to implement the lean system in our hospital it is a process of eliminating useless waste, like overproduction of unnecessary supply. What are the advantages of this first reduce the unwanted supply of medical equipment like gloves, mask, disposable gown, etc., second decrease the unnecessary medicine that usual don’t use. third advantage is we can maximize our profit using this system because we are reducing the useless things in our hospital, means we can focus the money on other things that is useful to prevent shortage of equipment’s, tools, medicines, etc. 10 Principles of Good BPM, First context-awareness example the work must be specific just like to orient someday new so that the rules or procedure he will do are clear. Second continuity monitoring of procedure that is up to date or current. Third enablement all the employee must involve of the organization or in participation in committee Fourth holism every ward or department have the same idea or concept about the procedure of what they are doing. Fifth institutionalization the rules and responsibility of the organization must be implement and practice, it can’t make on the spot the procedure unless it was crisis. Sixth involvement sharing of thoughts and ideas of everyone just like brainstorming it can help promoting good teamwork. Seventh joint understanding, language is the universal tool we use to communicate with each other, especially English language because this is the universal language we use globally. Eight purpose, what is the reason why we doing something, something that we can help our clients/patient in their healing process. Ninth simplicity, the service quality must not compromise by the cost of health care. Tenth technology approach, using technology now a days are great it made our task easier to do, for example using IT in our database it help us to find the data of the patient more easier rather than the old one of searching for a papers or stuff.

A Student Looks at Hate Speech and Hate Web Sites :: Sell Websites Buy Web Sites

A Student Looks at Hate Speech and Hate Web Sites Before delving into the ethics of hate sites, a definition of hate speech is required because it is the foundation of these 'hate sites.' Hate speech disparages someone because of an immutable characteristic of that person - such as his or her race, gender, or ethnicity. It's been around for many years, and was primarily confined to pamphlets, books, magazines, and flyers. These media channels were prohibitive. Publishing a single pamphlet could cost hundreds of dollars, assuming that some printer would agree to handle the job. The Internet revolutionized the propagation of hate propaganda. Slick websites could be created for very little money. People can join from across the country using chat groups, making the cost of organizing considerably less. Once organized, a hate group can use the Internet to disseminate its message or to destabilize the messages of opponents. More and more hate groups have been adopting the Internet as its tool. "Hate sites on the Internet increased by 56 percent, from 163 in 1997 to 254 in 1998."1 Banning hate speech from the Internet was discussed in the Supreme Court case Reno v. ACLU, decided in 1997. This case arose after the Congress passed the Communications Decency Act (CDA) as part of the Telecommunications Act of 1996. CDA was passed because of the concerns regarding the easily accessible pornography on the Internet. The CDA was created to restrain accessibility to minors, but it was challenged because it had the potential consequence of limiting adult access to protected speech. In the decision, Justice Stevens rejected CDA, saying it "threatens to torch a large segment of the Internet community."4 In addition, he recognized that the Internet deserved full First Amendment protection. In the early 1990s, the pro-life group known as the American Coalition of Life Advocates (ACLA) distributed WANTED-style posters listing the names, addresses, and phone numbers of 12 people, labeled "THE DEADLY DOZEN." The posters offer $5000 reward for information leading to arrest, conviction, and revocation of license to practice medicine. The listed doctors were advised to take caution, wear bulletproof vests, and were offered 24/7 marshal protection once the FBI was alerted about these posters in 1995. Some of the group's intended audience took these posters seriously and began shooting at and sometimes killing the listed doctors. On October 26, 1996, Planned Parenthood sued ACLA in the U.

Photos That Changed the World

As you know the photo is great power to influence people's mind. Picture can change perception, social, political position and even identity. I want to talk about most popular and influential documentary photo that changed the world. It would be hard to imagine a technology that had more impact on 20th century life than photography: the automobile, the airplane, nuclear power, all of these were higher profile than photography, yet in day-to-day terms, photography was truly the most pervasive. First I`d like to tell some facts about photo journalism.It is a particular form of journalism that creates images in order to tell a news story. As for me documentary photography is similar to photojournalism. Documentary photography generally relates to longer term projects with a more complex story line, while photojournalism concerns more breaking news stories. There is a final branch of photography directly related to popular social life, and that is documentary photography. Documentary pro jects generally focus on social reality and human life, informed by the strong feelings of the photographer.They are photographs with a point of view, focusing not just on events, but on the daily texture of life of their subjects. Many reformist projects in the earlier years of the 20th century were documents of disadvantaged social groups in dire straits, poverty, and cultural alienation. But projects toward the end of the century have tended to be more personal to the photographers, sometimes documenting the photographer’s own social group and concerns. People love pictures. Text without pictures is boring to the mass audience.Drawings and engravings had been used in newspapers and magazines for a long time. As early as the Crimean War in the mid-19th century, photographers were using the novel technology of the box camera to record images of British soldiers in the field. However, the widespread use of cameras as a way of reporting news did not come until the advent of sm aller, more portable cameras that used the enlargeable film negative to record images. The introduction of the 35 mm Leica camera in the 1930s made it possible for photographers to move with the action, taking shots of events as they were unfolding.I`d like to present photo in a in chronological order. In 1908 photographer Lewis Hine was hired by the National Child Labor Committee. He traveled across states, capturing images of children working in mines, mills and on the streets. Here he has photographed â€Å"breaker boys,† whose job was to separate coal from slate, in South Pittston, Pa. this photo was one of the factors that influenced the adoption of laws prohibiting child labor. The photograph depicts 11 men eating lunch, seated on a girder with their feet dangling hundreds of feet above the New York City streets.Ebbets took the photo on September 29, 1932, and it appeared in the New York Herald Tribune in its Sunday photo supplement on October 2. The photo was taken dur ing construction of the GE Building at Rockefeller Center and it is named â€Å"Lunch atop a Skyscraper†. Photo was taken by Dorothea Lange in 1936. This California farmworker, age 32, had just sold her tent and the tires off her car to buy food for her seven kids. The family was living on scavenged vegetables and wild birds. This work helped convince the public and the government of the need to help farmers.Lange later said that this woman, whose name she did not ask, â€Å"seemed to know that my pictures might help her, and so she helped me. † Thanks to the power of images, the explosion of the Hindenburg in 1937, claims to be biggest disaster of the 20th century. In fact, it wasn't even the worst Zeppelin crash of the 20th century. Of the 97 people aboard, a surprising 62 survived. The incident effectively killed the use of dirigibles as a commercially viable mode of passenger transport, ending the golden age of the airship not with a whimper, but with a horrific ba ng that was photographed and then spread around the globe.Of course you know this photo. Soviet Union soldiers raising the flag on the roof of Reichstag building in Berlin in May, 1945. Photo was taken by a Red Army photographer Yevgeny Khaldei. Later took photographs of the Nazis at the Nuremberg Trials. It is a sad story, because famous photographer, that took such a powerful photo for Soviet Union ideology, was fired in 1947 because he was a Jew. Americans also have their national flag rising. The battle was the first American attack on the Japanese Home Islands.It was immortalized by Joe Rosenthal in 1945. On August 14, 1945 Alfred Eisenstaedt took this photo on Times Square. It is named â€Å"Victory over Japan Day† or â€Å"The Kiss†. That portrays an American sailor kissing a woman in a white dress. The image remains an enduring symbol of America's exuberance at the end of a long struggle. Racial segregation is the separation of different racial groups in daily life activities, such as eating in a restaurant, drinking from a water fountain, using a washroom, attending school, going to the movies, or urchasing a home. The picture shows a man drinking from a segregated water fountain. The photo was taken in 1950 by Elliot Erwitt. June 11, 1963 a Buddhist monk from Vietnam, burned himself to death in downtown in Saigon to bring attention to the repressive policies of the regime. Buddhist monks asked the regime to lift its ban on flying the traditional Buddhist flag, to grant Buddhism the same rights as Catholicism and to give Buddhist monks and nuns the right to practice and spread their religion. While burning monk never moved a muscle.After capturing and executing Che in 1967, before bury him in a secret tomb, the executioners made a group photo with the body, to demonstrate the people that EL GRAN CHE is dead. The picture actually made him a legend, his admirers said he had a forgiving look on his face and compared him with Jesus. On this famous photo South Vietnam’s national police chief pulls out his pistol and executes a Vietcong captain with a single shot to the head. It instantly became an icon of the war's savagery. But it is not so simple.The man being shot was the captain of a Vietcong â€Å"revenge squad† that had executed dozens of unarmed civilians earlier the same day. A photograph, named â€Å"The Agony of Omayra Sanchez† was taken by Frank Fournier in 1985. She was one of the 25,000 victims of volcano which erupted in Columbia on November 14, 1985. Girl had been trapped in water and concrete for 3 days. The picture was taken shortly before she died. Photo has caused many discussions about ethics rules of Documentary Photograph. Steve McCurry took this photo in refugee camp in Afghanistan.Girl was orphaned during the Soviet Union's bombing of Afghanistan and sent to the Nasir Bagh refugee camp in Pakistan in 1984. Her village was attacked by Soviet helicopter gunships. The image of h er face, with a red scarf draped loosely over her head and with her piercing sea-green eyes staring directly into the camera, became a symbol both of the 1980s Afghan conflict and of the refugee situation worldwide. This is probably the most famous picture you know. This is the picture of a student who tries to stop the tanks in Tiananmen Square standing in front of them.The tank driver didn’t crush the man with the bags but shortly after, the square filled with blood. The photo showed the Chinese that there is hope. However, China is still controlled by a communist regime. The photo is the â€Å"Pulitzer Prize† winning photo taken in 1994 during the Sudan Famine. The picture depicts stricken child crawling towards an United Nations food camp, located a kilometer away. The vulture is waiting for the child to die so that it can eat him. This picture shocked the whole world.No one knows what happened to the child, including the photographer Kevin Carter who left the plac e as soon as the photograph was taken. Three months later he committed suicide due to depression. I do not offer photos of the last few years, because I do not have enough time. And it is too early to talk about the fact that they changed the world. I will show you only one. This photo depicting Jewish woman defying Israeli security forces as they remove illegal settlers in the West Bank of Jordan river. My selection of photos is subjective, you can easily disagree with me.But the format of the report (informative speech) saves me from criticism. Conclusion So as a conclusion I want to say that as for me photo is the most powerful media tool in XX th century. And now, in the Internet epoch, we are reposting photos all the time. Documentary photo has its own tradition, its own rules, their own code of ethics. Sometimes it is on the edge of social morality. Almost all shown pictures somehow influenced the course of history. Some of them were used by ideological regimes. Another part o f them became public. But in the 21st century we know and remember them.

The Theme Of Herman MelvillesBartleby, The Scrivener

Herman Melville’s short story â€Å"Bartleby, the Scrivener† reveals different themes such as isolation and human morality test. In the story, the narrator runs a law firm and has a new Scrivener [Bartleby] who the narrator describes asâ€Å" the strangest I ever saw or heard of† (661). For the first few days, Bartleby is seen to be working fine, however, one day Bartleby just responds with â€Å"I would prefer not to† when anyone assigns a task to Bartleby (674). The real problems start to arise when Bartleby sleeps and eats at the office while denying to work or leave. The narrator illustrates the two main themes of human morals and isolation throughout the story with the use of biblical references to Bartleby as a leper and shows symbolism of the†¦show more content†¦The lawyer is not able to focus on anything because Bartleby will not move from the office or do any work. The lawyer then decides to pay Bartleby a â€Å"twenty-dollar bill over and above whatever [is in Bartleby’s account] and tell him his services† are not necessary (674).The lawyer throws money at Bartleby instead of handing it to him in his hands. The lawyer is trying to get rid of Bartleby to let the law firm make money. Melville portrays a constant war of conscience in the lawyers mind regarding Bartlebys actions and the lawyers reactions. The lawyer goes to church regularly yet does not show the Christian beliefs and ethics. As the story progresses, the lawyer decides to leave the current office and shift to another office in hopes that Bartleby will not follow the company. Bartleby remains at the office and does not move however the new employees find Bartlebys old employer. The new employees ask whether the lawyer knows Bartleby. The lawyer responds by â€Å"I certainly cannot inform you. I know nothing about him† (682). The fact that the lawyer straight up denies knowing anyone named Bartleby is a biblical reference to â€Å"Christ being denied by Peter† (Zlogar 525). The lawyer denies knowing Bartleby to avoid any issues that could affect the law firm. On the other hand, Peter denies knowing Christ to avoid any punishments from Christ. Zlogar implicates that â€Å"Bartleby initially comes to the narrator as the leper comes to Christ† (Zlogar 511). The