actual delivery of care

Please prepare a half page response for each part:

Part 1

Pre-service activities create value before the actual delivery of care (Ginter, Duncan, & Swayne, 2013, p. 133). These pre-services activities can include marketing, pricing, branding, and/or
promotion (Ginter, Duncan, & Swayne, 2013, p. 133). Therefore, my
expectations of the pre-service activities would be the ability to acknowledge
that the provider exists. In addition, the ability to see prices for basic
services provided and the ability to easily make an appointment. I would not
want to go through numerous prompts in order, to finally talk to someone about
making an appointment nor would I want to talk to a rude receptionist. Point-of-service is activities that occur when the patient arrives to the organization (Ginter,
Duncan, & Swayne, 2013, p. 135). My expectations of point-of-service would
be a clean environment, up-to-date seating and technology, if applicable, no
long waiting times (no overbooking patients to earn more money in a shift),
courteous and friendly atmosphere. After-service activities consist of value
that is created after the patient’s initial visit to the organization (Ginter,
Duncan, & Swayne, 2013, p. 133). My expectations for after-service would be
the organization handling the paperwork for the insurance company (billing),
referral if need to see a specialist, and assistance if needed follow-up
appointments. I have witnessed some organizations that call a couple days after
service to see how things are going, that is not important to me, it is nice
but I don’t expect it. Overall, I would expect a clean, friendly, efficient,
and quality appointment. My time should be treated as valuable as the
healthcare providers. Some factors that would discourage me from using a
healthcare facility in my community would be the location, cleanliness, staff
members, and reputation. I would want the facility close to my residence unless
necessary travel time is required (specialist etc…) and I would want to be
able to enter/exit the parking lot in safe manners. Most importantly, I would
want the staff to be friendly and the provider must have a reputable image
established. I would not go into a dirty restaurant to eat and therefore, I
would not want to receive care from a facility that was dirty either.

Part 2

As a consumer I expect to be treated well, there needs to be a level of respect,  dignity and above all, a sense of professionalism (be it pre-service or after-service). I would expect the visit to go smoothly and I assume to deal with competent staff members. The environment has to be clean and effective (where the equipment is operational and working as it should). After-service I would expect a nurse or staff member to call or write to see how I am doing. My expectation would be to have all the notes, results and/or exam records entered into my medical record file and if needed forward to the appropriate doctors (primary care physician, specialist or surgeon).  I would like to visit a healthcare facility that is known not only for its name but for its reputation and accountability record.
I would reconsider using a facility that was known to have a bad track record such as medical record errors, bad bedside manners, a high record of infection, or mis -dosage of medication. Unless absolutely necessary I would not admit myself into a healthcare that is dirty or not cared for. I would also avoid a hospital or facility that is in violations of regulatory requirements, HIPAA violations or has great employee turnovers.
When researching this topic, I found that “in recent efforts to increase public accountability hospitals have published their results from a statistical dimension to the Department of Health and Human Services” (U.S. Department of Health and Human Services (HHS).” USA.gov: The U.S. Government’s Official Web Portal. Web. 18 May 2014), if you would like to see how your hospital rates, you can check out their website.

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