Caring Angel Hospital Case Study

Caring Angel Hospital faces various challenges in offering quality services as patients are hopping from one specialized hospital to another in search of different specialized treatments, in the waiting area, the seats are not comfortable, and patients within the hospital constantly show up for appointments on the wrong dates. The employee motivation and morale is low and they do not also work as a team thus reducing the quality of services being offered by the hospital. The hospital has continually made losses annually, it is not performing well financially, and financial institutions are not willing to lend large amounts of money to the organization, a factor that would the hospital in boosting its marketing strategies. Below are steps that the hospital could employ to improve its services in the hospital industry.
Improving the Quality of Care One way in which the hospital could improve the quality of care would be through investing in training. Caring Angel Hospital could invest in training for instance through setting up new employee initiation programs, which train employees to concentrate on offering quality services from their first day of work(Alaraki, 2014). Training would enable the management to direct employees
within the organization on how to handle clients within the organization for instance greeting the clients and always smiling as they serve them and communicating welcome with their body language and appropriate words. The company could measure customer service performance of the firm(Alaraki, 2014). The company could do this by determining how quickly it is able to solve issues raised by clients, asking for personal feedback from clients, developing a customer service survey, tracking complaints, putting processes to ensure that the issues do not take place again, and talking to the clients face to face(Alaraki, 2014).
Adding Value to the Organization To add value to the organization, the first step the firm would take would be to understand the concept of value. The term value is often misunderstood by several firms and the firm should understand value to being measured by the extent to which it improves the lives of the clients. The firm should strive to establish the true value of their services and price their services on the results of the outcomes of the service rather than pricing according to the nature of its intervention(khawka, 2016). The management of the hospital could improve its technology so as to notify patients on the dates that they are to visit the hospital as they continuously show up on wrong dates. Secondly, the hospital should believe in the concept of value. The hospital should believe in delivering value and use it as a guiding principle in all its operations. The organization should have a set of values that are transparent and true and display what the hospital stands for. Thirdly, to create value within the organization, the hospital needs to make all its stakeholders feel valued(khawka, 2016). The stakeholders of the organization include the clients, the workforce, and the community in which the hospital operates. The uncomfortable seats in the waiting area would be replaced with comfortable seats thus ensuring that patients are comfortable thus showing the clients that they are valued. To show the workforce that they are valued, the management could offer training to equip them with extra skills in the workplace (Virketis, 2014).
To add value to the corporation, the hospital should strive to appreciate what its clients value. The hospital could establish what its clients value by asking questions for instance what the organization would like to accomplish, what this means to the hospital, what would happen if the hospital did not do anything, and whether it sees itself as the right organization to handle the task at hand(khawka, 2016). To add value to the organization, the hospital should aim to deliver value(khawka, 2016). The organization could always ask every prospective customer what results they would require in order to be satisfied with the services being offered, ask every client at the end of every service what he or she believes were the outstanding results that the hospital offered to them(khawka, 2016).
Improving Employee Morale Employee morale is essential for the hospital to succeed in its operations and retain its clients.
One way in which the hospital could improve the morale of its workforce is through recognizing individual performance(khawka, 2016). The organization could recognize individual performance for example by praising them during staff meetings or taking time to thank them in a hand written note. The second way in which the hospital could improve employee morale is through ensuring communication between the management and the workforce. Communication between the management and the workforce makes the employees feel that their opinions are valued thus taking pride in that and it makes them feel genuinely part of bigger than themselves(khawka,
2016). Another method that the hospital could employee to improve employee morale would be asking them what motivates them. The management of Caring Angel hospital could engage the workforce and ask them what element motivates them(khawka, 2016). Many organizations believe that individuals are only motivated by monetary rewards but individuals are motivated by several factors for example flexible working hours, praise, and being given extra tasks. The implementation of the ideas presented by the employees during these sessions makes them appreciated within the organization, motivated, and participatory thus boosting their morale as they handle tasks given(khawka, 2016). An Efficient Organizational Chart An efficient organizational chart is vital as it improves the operations and promotes growth within the organization. To design an efficient organizational chart, the hospital must put into consideration the vital elements of an effective organizational structure that include employee morale, communication, and decision-making(Virketis, 2014). The effective organizational chart would be the functional organization structure. The hospital could be divided into departments for instance informational department, therapy, diagnosis, and support.(Virketis, 2014).
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Creating a Strong Team Environment A strong team is essential in any organization. The steps the hospital would take in creating a strong team environment would be focusing on roles, valuing each role, communicating, setting goals the team wants to achieve in a specified amount of time, and celebrating the successes and failures of the team(Virketis, 2014).
Creating a Competitive Edge To create a sustainable edge the hospital would strive to establish customer loyalty, continually ensure that it innovates, hire persons who are well connected in the industry, and employ the use of long-term contracts and incentives. Establishing long-term contracts with clients would help prevent the clients from switching to competitors within the industry(Alaraki, 2014).
Acquiring a Larger Market Share The company seeks to acquire a larger market share in the industry but faces financial challenges thus making it market itself appropriately. One approach that the company could employ to acquire a larger market share given its financial circumstances is through strengthening customer relationships. Through strengthening customer relationships, the firm is able to prevent its current clients from switching to its competitors(Alaraki, 2014). Clients who are always satisfied with the services being offered by any organization always talk about their positive experiences to friends, relatives, and workmates who may end up being new customers for the hospital(Alaraki, 2014). Increasing the market share of the company through word of mouth increases the revenues of the firm without increasing its marketing expenses thus ensuring profitability leading to growth and sustainability of the hospital(Alaraki, 2014).
Value-added Services That the Hospital May Offer To Strengthen its Value Preposition One value-added service that the hospital may offer to strengthen its value preposition is through establishing a reception. Caring Angel Hospital is a huge, complex, intimidating, and sometimes confusing(Gibson, &Petrosko, 2014). The reception areas to be established should be warm, friendly, and non-formal thus helping clients as individuals who often visit the hospital are both under physical and psychological stress and a warm reception would be of great of value. The establishment of the reception would ensure a trouble free and satisfactory interaction, and instils confidence in both the mind of the attendant and the patient(Gibson, &Petrosko, 2014). The other value added service that the hospital may offer to improve its value preposition is establishing private rooms. Private have medical benefits for instance they reduce the risk of hospital-acquired infections, they promote flexibility in operation and management, and they also have positive effects on patients undergoing therapy(Gibson, &Petrosko, 2014). As seen above, Caring Angel Hospital can improve the quality of its services by implementing the above strategies. Employing the strategies would enable the hospital improve employee morale and create a competitive advantage by offering value added services that would enable it to strengthen its value preposition.