Issue- Irresponsible workforce-

It is clearly mentioned in the case that the patient waits for so long for his turn however
according to the case the appointment of patient was 9:30 still he waited till 10:00 and other
patient who arrived after him gets the chance first. It is evident from the case that when
patient went to inside for check-up after the first operation Mr Stuart was not there to check
him instead of him Mr Stuart Registrar was there who is not familiar with the patient
problem. So, the patient assumed that he must knew about his case. After asking about the
problem the Stuart Registrar went and told patient to wait and when he came back, he told
patient about the issue. Therefore, the patient had to go for another surgery, when patient
asked the registrar when he will go for another surgery, he told him to wait for his letter.
After three weeks there was no confirmation from the hospital, so patient called the hospital
for the confirmation, but his name was not written in the list for next two weeks. The other
main problem is that the staff did not value the time of patient as it is mentioned in the case
that his dressing was not done on time.
Analysis of the issue:
According to the case it is clearly seen that irresponsible workforce is followed by the
Healthcare. They did not value the customer time as it is evident from the case that every
patient had to wait for his turn for the check- up even they reached on the appointment time
and if they missed the chance due to urgency they had to wait again for the long process. So,
the healthcare should follow the easy process where customer can go through the process on
time, and they can save time of the patients. The doctors who are handling the cases of the
patient from starting should be allotted to the patient and it should not be like that the other
can check the patient and they had to go for the whole check-up process again. It can lead to
the customer dissatisfaction as he had to answer all the question form starting and it can also
irate the patient because the other doctor was not familiar with the problem therefore in case
also, he checked his all the details. The healthcare did not provide the appropriate information
to patient about the surgery. It is the patient who called the hospital about the confirmed date
of surgery due to their irresponsible behaviour of the healthcare the patient’s name was not in
the list. If the healthcare is providing the services to the patient, they should be efficient and
effective with their work. It is also mentioned that patient was not satisfied with the surgery
due to the 30 % failure as the second graft was not successful and he wasted the five last days
in hospital. Perhaps, the healthcare must be aware of the second operation in advance and
should informed the patient also in advance.
Suggestion:
Create a policy for no-shows and late arrivals and stick to it - According to me, the
healthcare should plan the limited appointments in a single day where customer can get his or
her chance on time. If patient is not on time or missed the chance set a time limit for late
arrivals. If a patient is more than 30 minutes late, let them know you’ll need to reschedule.
Maintaining proper record of patient- The Healthcare should more focus on maintaining
the data of the customers as according to the case they have not recorded the patient’s name
for the surgery due to some cancellation. However, they should focus and planned the patient
slot on the day of examined and provide every detail in advance so that patient can prepared
himself.
Value the customer time – Use provided data to schedule needed tests before patients are
examined by a physician. This will reduce the time of patient and   they will be loyal patients who
will want to come back to you next time they need to see a doctor. Provide immediate help to the
patient and empathize the customer time as yours.
Feedback surveys: - The healthcare should take the feedback from the patient about the
services provided by the hospital. Thus, this can help the healthcare to know more about the
patient need or if they are satisfied with the services or not. So, they can look for the
improvement area and can fulfil the needs of the customers.