DHSM-303 Managing Service Delivery in Health

Sector

GENEVA HEALTH CARE

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 Table of Contents
Executive Summary..............................................................................................................................3
1. Introduction to Geneva Health Care............................................................................................3
1.1 Significance in delivery of Health and Care services..................................................................4
1.2 Organization of Health system of New Zealand.........................................................................4
2.) Discussion.........................................................................................................................................6
2.1 Analysis of structure of Geneva Health Care.............................................................................6
2.2 Financing of New Zealand Health System..................................................................................7
2.3 Theory of Management...............................................................................................................8
2.3.1 Theory of Needs by Abraham Maslow.................................................................................8
2.3.2 Two factor motivation theory by Herzberg.........................................................................9
2.4 Integration in Health Care........................................................................................................10
3.) Conclusion......................................................................................................................................11
 Geneva Health Care New Zealand

Executive Summary
This report is about Geneva Health Care who is the leading in health care services in New
Zealand. In this report the New Zealand’s structure with respect to health services will be
discussed. The key components of organization that makes it successful to meet the customer
expectations will be highlighted.[6] The other important factors listed below that are important
for any health organization will be explained in detail.

 Structure of New Zealand Health Care services

 Funding of Health Care Organization.
 Integration in Health Care.
 Organizational theory by Maslow and Herzberg
1. Introduction to Geneva Health Care

Geneva Health Care is one of the largest health care services providers in New Zealand
which is operating from 20 years successfully with specialized staff working with them was
founded by Josephine Wallis in the year 1996. According to world health Organization the
key components of any health care system, that meets the expectation of the people by
providing them well balance health services are HEALTH, CARE, ASPIRATION,
LEADERSHIP, PASSION. [5]

These five key attributes are pillar for the success of Geneva Health Care industry discussed
below:

 Health covers provision of better health, resources, knowledge and delivering promises.
 Care covers empathy, compassion, little things, building trust, humanity and patient
advocacy
 Aspiration means work with pride by achieving excellence and meeting goals
  Leadership means doing the job flawlessly with professionalism and politeness with
innovative ideas of making the patient feel positive and better.
 Passion for working harder with positive energy to achieve success in the health care
industry.

1.1 Significance in delivery of Health and Care services

Provision of health services should be the main aim for any health care industry which should be
offered regardless of any place, it may be home, hospital, workplace, community etc. These
services should be well organized and managed that it becomes easily accessible with assurance
of quality of services. Geneva Healthcare is a leader in delivery of Health services as it provides
various services out of the industry also which are as follows:

 Housework Management
 Personal Care
 Mentally Fragile Children
 Personal Care
 Nursing Services
 ACC service and
 Other Services that includes Care taker, mother home help, sleep over care etc. [9]

1.2 Organization of Health system of New Zealand

 The Health System of New Zealand is governed by the Ministry of Health which takes
the responsibility of the overall management according to standards and funding of 20
District Health Boards which came into existence on 1st of January 2001.

 The administrator for each board is appointed by Ministry of health from the board
members elected through a proper channel by elections after every three years.

 The 46 Primary Health Organization established in the country are over looked by
District Health Boards.

 District Health Boards provides funding to these organization and these are democratic
bodies that works without making any profit and serves the humanity.
  Almost all New Zealanders are registered with PHO, as it provides financial incentives to
the people who are registered with them.[1]

The structure of New Zealand Health System is illustrated as below

 2.) Discussion

2.1 Analysis of structure of Geneva Health Care

As per the structure defined by Ministry of Health New Zealand; Geneva Health System
hierarchy can be discussed as follows:

Accidental Compensation Corporation

Geneva Healthcare embraces two contracts with ACC nationally

 Community and Home Support Services
 Provides Household Support
 Provides Personal Support
 Community Nursing
 Comprehensive Nursing Assessment(CNA)
 Long term/Short Term/Medium term Care packages
Ministry of Health
Geneva Healthcare provides support services at national level by DSS referrals in following
domains:
 Home Support
 Chronic Disease Management and Support
 Palliative Care
 Nursing Services
 Complex Personal Cares
 Respite Services
Geneva Health Care offers the following facilities:
 Well qualified, professional and affectionate workforce.
 High quality medical and healthcare services.
 Support Services.
District Health Board
Geneva Healthcare group of companies, which includes Geneva North link Healthcare and IRIS.
Geneva Healthcare embraces contracts to provide Homecare and Community Support Services
three district Health boards namely Waitemata District Health Board, Counties Manukau District
Health Board and Northland District Health Board
Community and home Services has developed following values listed below:
 Promotion of Independence in supporting people
 Promotion of access equity to ensure they get the services easily.
 The services offered meet the standards and fulfill customer requirements.
 No barriers in access to services.
 Promote services improvement
 Recruit staff and provide them proper training[10]

2.2 Financing of New Zealand Health System

The Health Care system of New Zealand provides worldwide access to extensive health services;
additionally 39 % of people embrace private health insurance policies (which representing 5 %
of the total health expenses). The Ministry of Health provide funds to 20 District Health Boards
from funding formula based on population and District Health Boards then provides fund to a
variety of providers with the help of service agreements with their own hospital services and
Inpatient and Outpatient hospital services, that includes maternity services, are free of cost

 The New Zealand Government approves the budget related to Health Care which covers
all the health insurance policies and Accidental compensations. The estimated budget in
year 2014- 2015 was $15000 million.
 The District health boards are responsible for the funding within the districts with
additional benefits offered by Government of new Zealand
 Maximum funds for Health organization is obtained from the taxes and health insurance
schemes.
 The 20% of the national fund is used for disabled people and specially challenged people.
 Some amount of the medical facility is paid directly by the people itself.
 Health insurance schemes helps in availing the health facilities when required which are
refunded after some time but for emergency cases it offers a great help.
  Accidental Claims are reimbursed through ACC which is funded through employers,
employee by government owned hospitals.[1]
Figure Percentage share of Health Funding

2.3 Theory of Management

2.3.1 Theory of Needs by Abraham Maslow

The theory of needs given by Abraham Maslow for an organization is about all the basic
facilities that an organization should offer to the customer to meet his expectation level. For
health Care organizations it is important to meet these basic requirements. Abraham Maslow
theory of needs divide these needs into five basic groups discussed as follows:

1. The needs related to life and Physiological needs: Geneva Health Care services is a health
care organization that offers the all basic facilities needed by the people to meet their basic
requirements at a Health organization. These basic needs cover air, food , water and hygiene.

2. Needs for safety: Safety and security is an important requirement at any organization that
ensures that no damage is caused to health of the people physically and mentally. Geneva health
Care offers various insurance policies to claim for life or health security.

3. Need for love and affection: The basic approach or criteria upon which the staff at Geneva
works is being affectionate and kind to the people who needs it the most. The tone of the voice
and sweetness in the way they talk to their patients is an additional treatment that makes the
people feel much better.
4. Need of regard and respect: A health organization can earn the respect and reputation on the
basis of care and services they offer to the people. Geneva’s success is based on aspiration and
care through which they earn respect from the people.

5. Need of Self awareness: Self awareness is an important factor that is valuable in a Health
organization. The staff at Geneva Health Care works with their whole hearted efforts to serve the
mankind and provides better services[4]

2.3.2 Two factor motivation theory by Herzberg

The two factor theory of Herzberg (Motivation- Hygiene theory) states that certain factors that
are dependent for job satisfaction and job dissatisfaction The two factor theory of Herzberg
differentiates between the Motivators that defines the inspiration and opportunity to do
something meaningful which is beneficial in the growth of an organization whereas Hygiene
factor is defined as work conditions and maintenance. As per Herzberg, hygiene condition can be
reason for dissatisfaction amongst the employees at a workplace and the motivating factors are
the cause for satisfaction amongst the employees.

At Geneva Health care organization employees are motivated for achieving the good
performance at work which will satisfy their customers and their employees as well. The hygiene
is the topmost priority at the premises which is a driving factor that attracts customers. In any
health organization, it is necessary to have cleanliness and hygiene. [8]

2.4 Integration in Health Care

 Integration in the field of health care is defined as the coordination amongst the staff and
services to provide flawless services to the patient seeking care.
 Any organization’s key to success is the coordination amongst the staff and the services
and when it comes to Health Care industry the integration is an important aspect that
needs to be considered and taken care of properly.
 Integration is required at all the levels related to an organization, its functioning, the staff
and the services offered. Everything has to be intact so that the customer is not affected
by that.
  At the Geneva Health Care and services integrity and cooperation amongst the staff
makes it successful health care industry.

The theory of integration in organization was proposed by Mc Klee and Nolte who classified the
integration into four broad categories discussed below:

i. Integration in the functioning of the system

Integration in the functioning of an organization is must to have a well organized system
that works to achieve the satisfaction of customer by meeting their expectation level.
Functioning of the system is defined how the different elements of a system is connected
together to achieve the common goal. Geneva Health care assures well functioning
system which assures that there will be no compromise related to the health of the people.
ii. Coordination within the organization:

Within an organization the system has to be in good coordination as the different

departments must cooperate with each other regarding the various services. E.g.
Pathology Lab, the Scan Centers must coordinate with OPD and emergency department
to ensure the uninterrupted services to the patients.

iii. Well coordinated Professional: Geneva Healthcare Promises to offer well improved
quality of services and works for a manifesto of quality process and policy with lucidity
and a strong system for feedback, handling complaints and suggestions, which are
monitored by enthusiastic Quality Manager.  The team of doctors nurses must coordinate
with each other during the shift changes so that they know what kind of treatment is
going on.

iv. Medical Integration: The medical integration is defined as the provision of medical
facilities with care and affection.At Geneva Health care, they value kindness, humanity
and trust. As they strongly believe healthcare can be driven from the heart.[3]
3.) Conclusion

To conclude at end, it is analyzed that Geneva is ray of hope in healthcare that provides an
extensive range of services – community services & disability services, quality home services,
adequate NZQA training with help of professional workforce and staffing. They are the leading
organization in healthcare in New Zealand and meet the customer requirements in effective and
Efficient way.

References

[1] (2016) (1st ed.). Retrieved from

http://www.wpro.who.int/asia_pacific_observatory/hits/series/Nez_Health_Systems_Review
.pdf

[2] (2016) (1st ed.). Retrieved from

http://www.legislation.govt.nz/act/public/1993/0091/1.../096be8ed8009cff3.pdf

[3]Researchgate.net,(2016). Retrieved 28 February 2016, from

https://www.researchgate.net/file.PostFileLoader.html?
id=5644ede55f7f715bfb8b4567&assetKey=AS%3A295054678740993%401447357925325

[4](2016) Abraham Maslow's Hierarchy of Needs and diagrams of Maslow's

motivational theory - pyramid diagrams of Maslow's theory

Retrieved from http://www.businessballs.com/maslow.htm

[5]http://www.genevahealth.com/About-Us/Who-We-Are

[6](2016) WHO | Key components of a well functioning health system

Available at http://www.who.int/healthsystems/publications/hss_key/en/

[7]https://en.wikipedia.org/wiki/Healthcare_industry

[8]https://en.wikipedia.org/wiki/Two-factor_theory

[9] http://www.genevanorthlink.com/Funded-Services/

[10] http://www.genevahealth.com/