Health Care Quality Service and Patient Satisfaction

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Health Care Quality Service and Patient Satisfaction

It is the degree to which the organization reflects its concern for man, whether employee or patient. The employee who experiences cold indifference transmits it to patients.

The quality of the service can be quite irrelevant when you have a captive customer whose only option is to use your services.


My consulting work puts me in contact with different types of industries because Change Management applies to all kinds of companies that reorganize. Among the industries that I have been closely associated with is Health Care, which is why it inspired me to write about a recent incident.

Last week I had the opportunity to experience emergency care at one of our local hospitals. I was the patient, so I got a glimpse of real life. When I put a cup of steaming coffee on the table, it slipped from my hand and spilled onto my leg. The result was a very severe burn. When I was home alone at the time, I had to drive to the nearest hospital despite the pain.

Fortified with an ice pack and my insurance documents, I only managed to get to the hospital to find that parking was a major challenge. When this obstacle was overcome, the problem of medical treatment arose. Nurse Ratchett appears: she took off her uniform and sat in a very masculine position where her cigarette was firmly stuck in her mouth, hard compounded; the sparkle in her eyes clearly spelled, "Don't expect treatment yet, sister." After convincing her that she needed urgent treatment despite not screaming in pain (though well-founded), she ordered me to come into a room.

I had to insist on a clean sheet for the stretcher, had personally removed the dirty with traces of previous patients. Reluctantly, my request was met. Without help, I got on the stretcher. At the time, the medical equivalent of a three-ring circus had invaded my room. The ringmaster, an elderly doctor, in a slightly irregular uniform, came to investigate my burn, helped by a trainee so new that the first aid manual was literally emerging from his coat pocket.

When he noticed that there were too many unauthorized eyes in the room for more info visit, the doctor threw them out and closed the door. Then Dr. Fairyfingers take care of the wound. The wound was cleansed in a way that would have brought a fog of envy to the eyes of Toms de Torquemada from the Spanish Inquisition. Since I was only half conscious of the pain, I suggested that an analgesic might be appropriate at the time. He asked me what type I liked. I replied that I could be more familiar with the menu. When that happened, they were forced to scour the other rooms to find something suitable.

Armed and dangerous, Nurse Heavyhand came in with a vial of painkiller, punctured me with a needle and painfully emptied the contents of the syringe for a moment. Now it was wrapped and ready to go. Could this be the end of the test? Of course not, there was still the administration.

"Do you have insurance?"


"Do you have your identification documents?"


"Do you have a copy of these documents?"


"Why not?"

"At that moment, the heat I overlooked that detail."

"We don't have a copier here."

"Sorry, if I had known, I would have brought my portable copier. If not, what should I do?"

"You can go to the gift shop along the way, or you can leave your documents with us until tomorrow when our administration department will be open."

Of course, these suggestions were neither practical nor acceptable. Nothing else was. Negligence and indifference were the norm for this emergency.

The irony of it all is that in this particular hospital one will find obvious contradictions. Basically, anything related to superficial appearance has taken on more significance than anything related to patient care. The unspoken message the patient receives is this: YOU ARE IN OUR MERCY! YOU NEED US; WE DON'T NEED YOU!

Such an "arrogant customer" attitude on the part of the healthcare provider may have been viable during the war years when the patient had few options. Today, however, the patient generally has a choice, is better informed and can communicate his dissatisfaction to a wider sector of the population because barriers that restrict freedom of movement have largely disappeared.

It is not the beautiful garden or the murals on the wall or the office full of diplomas, certificates and trophies that win the day in the industry