Choose and describe a recent experience that you have had with a provider in the
ID: 123511 • Letter: C
Question
Choose and describe a recent experience that you have had with a provider in the health services industry (medical practices, hospitals, clinics, nursing homes, home healthcare agencies, hospices). Using your chosen experience, highlight the major differences between tangible products and services. Analyze your experience in terms of your expectations and perceptions about each of the five components of service quality:
Reliability (ability to perform the required service dependably and accurately).
Responsiveness (willingness to help customers and provide prompt service).
Assurance (employees knowledge, courtesy and ability to inspire trust).
Empathy (degree of caring and compassion shown in service provision).
Tangibles (appearance of physical facilities and other tangibles associated with the service).
Explanation / Answer
Recently i have visit one new hospital of cancer and a mix-ups experience come towards me. It is specially made by the trust for the poorer people who suffered from any type of cancer. Hospital is well ewtablished and have a team of experience physician and nurses for care.
1. Reliability
Hospital is full fledged with pharmacy and equipment like MRI and radiations area. Hospital is big and have a bed strength of 1000 cancer patient. It perform services independently as all services under one roof only.
2. Responsiveness
Patient is nothing but the customer, though they have well equiped hospital but there is lack in patient services like too much time required for patient registration, physicians are not available on time and hospital people's are not so serious regarding health care of patient. Physicians run their private own hospital and tell patient to come at their own hospital for treatment.
3. Assurance
Physician are expert , once they took patient they tell all up and downs in health and future treatment. They give assuring whether it is treated or not or what type of treatment they will provide.
4. Empathy
I didn't see empathy towards patient by the management team. Everyone coming as per their own schedule . If patient asked something no one give correct or reliable answer. Hospital is run by trust so everybody run their own hospital apart from services.
5. Tangibles
Though hospital look big but it's internal facility is not good as per outer appearance. There is large difference in the caring and the advertisement they made.