As you have requested, the purpose of submitting this report is to provide further information and suggestion on how to improve the services of the hospital. My recommendations are based on my own observation, patients’ feedbacks and my personal interaction with the colleagues from other departments and patients. Background The Group’s flagship hospital, Pantai Hospital Kuala Lumpur, has a proud history of serving the Malaysian public for over 30 years. Established in 1974, Pantai Hospital K. L initially had 68 beds and 20 medical specialists.
Today, the hospital has 332 beds and has a medical team of more than 160 specialists. The hospital is strategically located close to the city centre and within the cosy residential neighbourhood of Bangsar. In addition, Pantai Hospital is a major provider of integrated healthcare services in Malaysia that offer highest quality of services at affordable price. However, recently we have encountered several problems which are related to the hospital services based on our observation, customers’ feedback and the complaints.
The problems will be elaborated further as below: Engku Marina Engku HatimPage 2 July 19, 2011 Problems Due to the shortage of experienced and skilled doctors, the patients have undergone poor medical treatment and services. The new doctors who are lack of experience could not handle some critical cases. Thus, the patients and their family members are unpleased when the doctors could not explain the condition of the patients to them. Besides that, patients’ level of expectations on the hygiene of our hospital is not being fulfilled.
The cleaners do not often clean the rooms and empty the trash bins. The patients feel uncomfortable staying in such environment; hence they are reluctant to return to seek for our service. Thus, this will eventually affect the good reputation of our hospital. Other than that, our hospital is in the situation of having insufficient bedrooms for the incoming patients. To wait for the availability of the beds, the patients are forced to wait at the lobby. This has caused dissatisfaction and frustration of the patients and as well as their family members.
As a result, some of the patient give up on waiting and transfer to another hospital. Hence, the hospital has lost a number patients and decrease in the profit due to this problem. Furthermore, most of the customers have complained about our hospital’s slow registration and billing system. Patients become very unhappy, especially during registration and medical bill settlement as they have to wait for a long period of time before their turn comes. Therefore, the patients refuse to return because they are impatient with our hospital’s poor system.
The problems are further justified with the data we have collected as below. Engku Marina Engku HatimPage 3 July 19, 2011 Findings Shortage of experienced and skilled doctors According to the personal interactions that we have done with the patients, we found out that there are 25% of the patients unsatisfied with our doctors’ services. According to Human Resource manager, our hospital is currently lacked of experienced and skilled doctors to handle the increasing number of patients. Therefore, the new inexperienced doctors are forced to handle some emergency critical cases.
Because of their limited experience and knowledge in the hospital, they have caused the dissatisfaction of the patients whenever the patients and their family members asked further information about their health condition. Minimal level of cleanliness With concern of the hygienic matter, management department representative has done a thorough observation on the cleanliness of the hospital environment. The outcome of the report indicated that we should make a fast move to improve on our hospital cleanliness. We found out that around 50% of the rooms have dusty corners, overflowing bins and unclean bed sheets.
In addition, we have spotted several cockroaches in some of the toilets. We have also observed that the cleaners do not clean the rooms and empty the trash bins on a regular basis. Above than that, the cleaners are unaware of the level of cleanliness of our hospital. Insufficient of bed rooms Regarding on the matter of bed rooms for the patients, we have done some survey within the hospital and have calculated that there are 332 beds available for the patients. Engku Marina Engku HatimPage 4 July 19, 2011 However, the beds that are available in the hospital are unable to accommodate the increasing number of patients.
Also, through my personal interaction with the colleagues, this problem occurs because the existing patients often have to wait in the bedrooms while waiting for their bills to process. Thus, these patients have occupied the availability of the beds for the incoming patients to admit to the rooms. Poor registration and billing system According to the survey that we have done with the patients, more than 65% of the patients are not satisfied with the registration and billing system of our hospital that have caused them to wait for a long time.
Upon registration, the patients are required to fill in forms regarding their medical history, current symptoms and medications and many more. By the time the patients have done with the forms, the patients have to bear the long queue to wait for their turns again and forced to wait at the lobby. In addition, when the patients have requested for their medical bills, they also have to wait for three to four hours for the bill to process. Conclusion The main objective of our hospital is to provide health related services to the patients at a reasonable price with best quality.
However, this objective will not be achieved if the problems are persistently recurred and hence affect the good reputation of the hopsital. Therefore, several recommendations are made to rectify the current issues faced by the Pantai Hospital Kuala Lumpur. The hospital is advised to (1) set up an advisory team for the new doctors, (2) supervise the cleaners, (3) arrange rooms for the incoming and outgoing patients, (4) upgrade on the registration and billing system. Engku Marina Engku HatimPage 5 July 19, 2011 Recommendations.
Set up an advisory team for the new doctors I recommend that the Human Resource Services form an advisory team among the senior doctors to assist the new and inexperience doctors in each hospital departments. These senior doctors can always give advices and share their experiences with the new trainees to avoid them from making the same mistakes. Besides that, the advisory team can organise a sharing session with other hospitals’ specialists every three month for them to exchange opinions and thoughts. Supervise the cleaners.
I recommend that the Human Resource Services assign a supervisor to follow up with the work progress of the cleaners. The supervisor creates a cleaning schedule and develops cleaning guidelines for the cleaners. And the cleaners should record the work that they have done in a record book. Spot-check the record book every two hours intervals to keep track their progress of work. Arrange rooms for the incoming and outgoing patients I recommend that the Human Resource Services communicate with the Customer Service Manager to arrange two waiting lounges for the incoming patients as well as the outgoing patients.
The incoming patients can rest in the room while waiting for the availability of beds for them. Assign two nurses in the waiting room to look after the incoming patients in case of any emergency cases happen. On the other hand, the outgoing patients can be placed in another waiting room while waiting for their bills to process. Engku Marina Engku HatimPage 6 July 19, 2011 Upgrade the registration and billing system I recommend that the hospital ameliorate the current system for registration and billing by setting up self-service machines for automatic payments and registration.
Some of the hospitals in Japan are currently practicing this type of high-technology machines to improve on the efficiency of the hospital. Therefore, the self-service machines must be user-friendly and provide different types of language which are namely English, Malay and Chinese. The machines also provide a daily update of the charges incurred; this will avoid overcharging when the final bill is presented to the patients. Moreover, a few staffs should be assigned nearby to assist the first time users on the self-service machines.
However, the achievements of the recommendations are constrained by two factors. First, all these recommendations are costly which require a big portion of money especially on the setting up of self-service machines in the hospital. The Finance Department should consider that all these recommendations are necessary and worth of the money to be invested for the good will of the hospital. Second, the implementation of new procedures and programmes are time-consuming. Therefore, the senior doctors and supervisors must be supportive and cooperative in order to carry out the new procedures and programmes.