Managerial Implications of Respiratory and Sleep unit Department (Essay Sample)

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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. Body
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).
2.3A.)
Respiratory &Sleep Unit department-Patient Pathway (Flow chart)
Reception
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
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 
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

Reception
Patient gives appoi...