Recommendations on Service Design & Delivery Case Study

Project Report 2013 13 Pages

Business economics - Business Management, Corporate Governance


Table of Contents

1. Introduction

2. Background-Context

3. Aims & Objective

4. Problem Statement

5. Recommendation
5.1. What is Patient-Centered Healthcare System?
5.2. Key Success Factors of Patient-Centered Healthcare System ..
5.2.1. Leadership
5.2.2. Strategic Vision
5.2.3. Patients’ Involvement
5.2.4. Supportive Work Environment
5.2.5. Systematic Measurement & Feedback
5.2.6. Quality of Physical Environment
5.2.7. Supportive Technology
5.3. Strategies for Leveraging Change
5.3.1. Organisational Level Strategies
5.2.2. System Level Strategies

6. Conclusion

7. References

1. Introduction

This report is comprised of different sections (Background Context, Aims & Objectives, Problem Statement, Recommendation and Conclusion) but the most important sections of this report are problem statement and recommendation section. This report based mostly on the synopsis of these sections. The recommendation section will be the center of focus for the Patients’ Trust as it would enable them to get rid of ongoing issue of service delivery standards and design. The recommendation section will be composed of two parts, in the first part the proposed system will be explained along with its certain contributing factors which would give the Patients’ Trust a competitive edge within the Healthcare services sector. On the other hand, the second part would recommend the Patients’ Trust with certain strategies which must be pursued at both organisational and system level in order to make implementation of the proposed system possible and without any flaws.

The next section will review the concept of Health care services in depth, which thus would allow the reader to understand the importance of care service within the context of Health Care sector and how its successful design and delivery method would impact on the performance of the Healthcare Institutions which is normally measured through their patients’ satisfaction and loyalty with given institution or trust.

2. Background Context

In general, the centre for health care service is perceived as the place where people come in a need to acquire services in term of assessment, diagnosis, treatment, rehabilitation and prevention from the Health-related problems. Hence these services can be provided at the three different levels (Primary, Secondary & Tertiary). In short, the Health Care Centres should always be intended to deliver services of high class standards to all patients by prioritising their patients’ needs at the top level. It has been patented that the health care service is directly linked up with patients’ well-being and should intended to enhance the current health status which can only be measured through the Patients’ Satisfaction.

The Healthcare Trusts are basically follows the philosophy of establishing a partnership between its practitioners and patients (sometime include their patients’ families) to ensure that the services provided to them are in accordance with the needs, wants and preferences of their patients. And on the other hand the patients must have an education and a support which thus needed by them in making decision and also to participate in their own care as well.

There are several studies which have shown that the healthcare institution which are basically oriented towards the approach of satisfying their patients’ needs and preferences have the potential to increase their patients’ satisfaction level not only with the delivery of superior healthcare services but also with the clinical outcomes as well. It would also permit them to lessen the both states (under or over use of medical services).

3. Aims & Objective

I’m writing this report to the Trust Board as Board Director in order to resolve the ongoing issue of Trust failure to prioritise the delivery high class care services to all of its patients. The core objective of this report is to suggest Patients’ Trust a framework through which a Trust would able to get rid of care service delivery problem and thus would intended them to improve their patients’ satisfaction not only with their care but also with their clinical outcomes as well. The other objective of this report is to suggest the Patients’ Trust some strategies which would enable it to implement the system in the timely manner and also would be contribute the Trust to the important attributes of the proposed framework.

4. Problem Statement

From the inquiry report of Staffordshire NHS Foundation, it has been understood that patients are facing the significant problems (understanding the treatment options, getting brief explanations about their medications, not having access to the critical information and not receiving responsive and compassionate service from the Trust or Caregivers). And all of these issues are arising due to the failure of the trust in categorising the care service standards which has diverted their intention to other matters rather to focus on their patients’ need first.

The next section will suggest the system through which the Trust would able to offset the recognised problem and thus would enable the Trust to remain aware about all of its patients’ need which would also allow them to measure the standard their care services in the actual manner.

5. Recommendation

In order to resolve the problem regarding to the care service design and its delivery pattern and also to improve the patients’ satisfaction, I’m as a Board Director proposed the Trust to implement Patient-Centered Healthcare system. This system would allow the Trust to enhance the respect level for their patients values and preferences which would also create awareness of quality of life issues among the care taking staff members (Institute-of-Medicine, Crossing the Quality Chasm: A New Health System for the 21st Century, 2001). And thus would be resulted in making them to remain attentive about the patients’ needs and autonomy. So in this manner the Trust would able to deliver care services of high standards to all of their patients (Institute-of- Medicine, Envisioning the national health care quality report, 2001). The next section will briefly discussed the system of Patient-Centered Healthcare along with its key attributes, whereas the section thereafter will outline certain strategies which must be pursued by the Trust in implementing the proposed model of Patient-Centered Care.

5.1. What is Patient-Centered Healthcare System?

Conway, et al. (2006) stated that yhis system is emphasised more on providing and delivering both care and social services (including health, education, social services and mental health). According to some Scholars it is regarded as an innovative approach intended towards the planning, evaluation and delivery of healthcare which is being implemented as the outcome of mutually beneficial partnership existing among the healthcare patients and their providers (Gerteis, 1993; IPFCC, 2006).

5.2. Key Success Factors of Patient-Centered Healthcare System

There are about seven factors (Leadership, Strategic Vision, Involvement of Patients, Supportive Work Environment, Systematic Measurement, Quality of Physical Environment and Supportive Technology) which would be contributed a lot to the success of Patient-Centered Healthcare System. These factors are briefly discussed below:

5.2.1. Leadership

It is the most import factor of Patient-Centered Healthcare System (Shortell, 2005). The reason of its importance is that the organisational transformational needed to accomplish the sustained and competitive delivery of patient centered care service which could not be happened without the support and the aggressive participation of top leadership (Schein, 1992).

5.2.2. Strategic Vision

The trust would required to develop a clear strategic vision and plan on the basis of which patients’ care services will able to fit into the processes and priorities of the organisation on the operational basis (BMH, 2005). But one thing to keep in mind is that to design and implement vision which would enable the Patients’ Trust to deliver and design care services for the long period of time.

5.2.3. Patients’ Involvement

For the care services to be of high standards, it must includes the involvement of patients during the decision making process. The involvement of patients can provide crucial information and support throughput the care delivery process (Edgman-Levitan, Healing Partnerships: The Importance of Including Family and Friends, 1992). For this purpose the patients needed to be involved in the multiple levels. These levels are listed below:

i. Point of Care Delivery: The involvement of Patients at this level would assist the Trust management to analyse and assist the treatment strategies (Bohmer & Ferlins, 2006). ii. Clinical Micro-system: The involvement of Patients at this level would be useful to plan, implement and evaluate changes (Coulte & Ellins, 2006).
iii. Organisational Leadership: The involvement of Patients at this level would be imperative to quality improvement and programmatic development.



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recommendations service design delivery case study



Title: Recommendations on Service Design & Delivery Case Study