Incident Command System Essay Example

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Real-life service organisation

1. Introduction

Respiratory and Sleep unit Department are providing their service about chronic obstruction pulmonary disease (COPD) and sleep disorder. This clinic operates from monday to friday and it’s a private organizations. This organization have a flow chat for their costumer to follow in order for them to solve the problem easily and to know what and where is the problem happen, so that if they will encounter this problem again they are already know to how solve. This essay discuss the following front and back stage, service encounter and managerial implications of Respiratory and Sleep unit Department.

2.1.) Front Stage

The front stage of Respiratory and Sleep unit Department are reception, doctors, nurses, sleep unit staff facilities and equipment. They are the front liners of the organisation because, they are the ones delivering the service involves a contact and interactions between the service provider and a costumer. For those who are this position should have knowledge about their position so that they can give a good service to their patient these are the customer. Additionally, they should have ready-made instructions to direct the customers to the respective areas. The first aid and any other pre-treatment operations take place here; therefore all the materials like gloves, needles e.t.c required and experts are present at the reception. After filling in the personal details, referral information or medical history, the patient proceeds to the clinical ward. Good reception is significant to the institutions’ outward look and to its interaction with potential clients. This would boost customer’s loyalty to the institution.

2.2) Back Stage

For the back stage these are the invisible, whereas the customer can’t see when they are doing the service but act as a compliment to the core business of the institution. Though their roles and responsibilities are crucial and important to the customer, they do not have a one on one interaction with the patient. They are still doing the service in the organization with collaboration and with assistance to/from the other personnel in the front stage or clinical ward. These people for example include an accountant, I.T personnel, security and suppliers of all medical equipment, janitor or janitress. Some of them for instance act as messengers, connecting the doctor to the patient with the details maybe about their condition or possible treatment urgency; therefore, though this person is not interacting directly with the patient, their role in patient’s safety are inevitable.

2.3) Flow Chart

Flow chat is a diagrammatic representation of instruction, activities or procedures to be followed in a given organisation or an institution. It is mostly the responsibility of the human resource department to come up with the flow chat. In the case of Respiratory &Sleep Unit department the flow chat show the process in which a patient follows in the process of his/her diagnosis. It is ideal to have such an organisational flow chart in the hospital since it enhances service delivery and satisfaction of the patient because of the following advantages:

It ensures clear definition of authority and duties in the hospital since everyone knows where he/she is suppose to work and who to report to this ensures that patient is not delayed due to lack of attendant and also attendant can direct the patient easily on the next step to take for example from reception you head to clinic nurse or if their is no specific person to which the lower level employees should report the complains and this might affect the service since the problems tend to pile up and this in return will affect the service delivery to the customer or patient for example if their are shortage of certain drug and they don’t know who to report to.

Flow chat also help in appraisal of the departments and also employees in the hospital since the assessor can design patient response questionnaire in a way that you specify if you are satisfied with the level of service offered and if not in what point of the flow chat were you not satisfied. This plays a bigger role in ensuring the hospital satisfies his customers since the shortest way to make a customer consistent in your business is to appreciate their feedback.

Organisational flow chat also ensures the customer understands the procedure at a glance thus reduces stress and frustration of trying to figure out which step to start from and where will he go next. This also plays an important role in ensuring that customer get relaxed and can move easily in the organisation thus improving the utility obtained from the service provided and this will maintain customer loyalty to the hospital.

Organisational flow chat also acts as a good tool of training personnel in the hospital. Due to smooth flow of activities new employees can be easily rotated to ensure they get conversant with each process that is undertaken in the hospital for example in reception or in clinical ward. This plays great role in satisfying a customer since it enable an employee to answer any question asked by the customer concerning any department in the hospital and a result of this the customer develop confidence since people serving them know what they are doing.

Flow chat is also a good tool of division of labour and specialization since the schematic arrangement of instruction or duties the stages in it can be broken into departments. This accompanies great advantage in the organisation in that when some one get used to providing service at the reception he/she over time will encounter a lot of challenges and as a result he will keep solving and learning from them. This also ensures efficiency in the organization, take for instance a clinical nurse in the ward receives the patient at reception then moves to the clinical ward up to the time he/she realises the patient will be inefficient their will be a lot of time wasted and customers will be dissatisfied and this will scare away the customer.

Flow chats acts as solution to the confusion that might arise in the management of the hospital since every procedure is well defined and any mistake can be easily spotted than when it was just written as an essay and due to this problems arising in the management will easily solved and thus minimises delay in the customer service delivery thus maintaining loyalty of the customer to the hospital.

As per the following advantages it is obvious that for every successful organisation their should be a clear and well defined organisational flow chat which serve as an aid or guide to both the employees of the organisation and also to the customer disposal. Therefore, drawing a organisation chart is very crucial and the human resource should have proper understanding of the organisation and should allow all the department in to organisation in coming up with an organisational flow chat and they should continuously update the changes to avoid the chat being irrelevant to the organisation purpose.

The figure below shows schematic pathway for the patient from the time of entry to the time of exit. (See 2.3A flow chart).

Respiratory &Sleep Unit department-Patient Pathway (Flow chart)


For new patient, obtain referral and personal details, Medicare, allocate MRN.

For existing patient, check GP and personal details, Medicare

Transfer notes and x-rays to nurses table

Service organisation

Clinic Nurses

Record visit reason and who patient is too see (Doctor or Erlinda) in notes

Check notes for outstanding teat result, obtain if missing

Measure and record height, weight, pulse, blood pressure and saturation

Assess devices technique if required and report the result in notes

Record any other relevant information

Service organisation 1Service organisation 2

LFT/Nasal Resistance Required

Transfer patient to day only room

Transfer notes/ x-rays to Lung Function test not required

Lab table

Transfer patient to main waiting room

Transfer notes/ x-rays to table or sleep lab

Lung Function Laboratory

Perform LFT/ nasal resistance

Transfer patient to main waiting room

Transfer notes/ x-rays to doctors

Table or sleep laboratory

Doctor/ Sleep Laboratory

Doctor/ Erlinda calls patient from main waiting room

Consultation occurs

Doctor completes next “appointment details” form and give to patient to take reception

Patient return to front desk to book next appointment/ test required

Service organisation 3


Patient gives appointment details form to reception

Requested clinic appointment and test are booked

Patient departs

3. Service Encounter

Service encounter can just only happen if the costumer or patient is in direct interactions with the services provider. In respiratory and sleep unit clinic department costumer or patient expect that high quality of standards because they are all dealing to different people every day, and they are all professionals. This clinic is they do the satisfaction survey to the entire patient if they are satisfied or dissatisfied to the service that they provide. This is survey of the clinic is very helpful because they can be motivated to the comment of the costumer or patient. Every customer has different expectations like those who have been there before because they have the experience already so they expect that the services are better. Service encounter are critical moments of truth in which customer develop unforgettable service of an organizations. This where they will find out if what will the customer point of view about the encounter of the staff about their service.

Respiratory and sleep unit clinic department attention involves the following dimension that staff need to know in order for them to obtain the quality that they are providing to their costumer or patient such as, access to services, relevance to need, equity (fairness), social acceptability, efficiency and economy, customer focus. These dimensions are being monitored within a program of total quality management and continuous improvement. It emphasis the roles of the customer or patient and the involvement of employees at all level within the unit in the pursuit of improvement.

4.) Managerial implications

Managerial implication is how a manager implements and measures the service quality improvement, and how crucial inclinations are expected to affect service quality management in the future. Efficiently managing service quality needs a clear understanding of what service quality means to the customer. Thus, they must know their customer satisfaction, service quality, how these factors interact and the customer’s value. These are the factors that manager gives their service such as tangible, variability, separability, perishability.

Tangible is can be benefited of a company and the customer. Manager can give those tangible in their customer like manager give them some giveaways that they can easily remember and it’s a useful to their patient. In variability managers have the steps that they need to follow to employ their employee. The employee should have a proper training, skills, and attend some seminars related to health and have knowledge about respiratory and sleep disorder. Separability manager of sleep unit solve their issues and problems is conducting a meeting to all the staff regarding about the problems. For example, in sleep unit they have the survey about the service of the staff if they are satisfied or not. They have also communication book that if there are some problems that they encounter about their patient they are going to write in there. Perishability used by the manager of sleep unit if they have cancellation of the patient who supposed to have a study on the night. They ask the patient to rebook the study and the manager will give another patient like ward. The manager will always find a substitute for that patient.

5.) Conclusion

This clinic needs to maintain their high standard that they have now. Staff should continue providing a quality service to their costumer so that they can gain their loyalty and come back again. Not only costumer, their GP will recommend their other patient also if they provide a good service. If they continue doing the good service they can be benefited because it will show that the manager manage it properly and they have a organize work.