The Northern Breast Screening Unit

Fransiskus Allan Gunawan

Indra Tangkas P. Sinaga
 CONTENTS
01 THEORY

CASE INTRODUCTION
02
03 QUALITY OF SERVICE EVALUATION

IMPROVEMENT RECOMMENDATION 04
 THEORY
St
CASE INTRODUCTION

QUALITY OF SERVICE EVALUATION

IMPROVEMENT RECOMMENDATION
COSTUMER SATISFACTION
ZONE OF TOLERANCE
DELIGHTING & DISSATISFYING FACTOR

OPERATIONAL SERVICE QUALITY-CONFORMANCE TO SPECIFICATION

 THEORY
nd
CASE INTRODUCTION

QUALITY OF SERVICE EVALUATION

IMPROVEMENT RECOMMENDATION
Introduction

Breast Cancer in England & Wales is the

highest mortality.

The National Health Service (NHS) Breast Screening

Program aims to reduce mortality.

Northern Breast Screening Unit provide

high quality service which:

1. Responsive to Costumer Needs

2. Use leading edge & effective medical technologies
3. Are at cost that compares favourably with the rest of the NHS.
4. Have motivated & properly trained staff
 THEORY
rd
CASE INTRODUCTION

QUALITY OF SERVICE EVALUATION

IMPROVEMENT RECOMMENDATION
 EVALUATE NBSU QUALITY OF SERVICE

Staff and Patients’ Expectation and Perception in Zone of Tolerance Graph

 EVALUATE NBSU QUALITY OF SERVICE

High HYGIENE CRITICAL

Availability Communication
Functionality Competence
Reliability Responsiveness
Potential to Privacy
dissatisfy NEUTRAL ENHANCING

Access Care
Comfort Courtesy

Low Potential to delight High

 THEORY
th
CASE INTRODUCTION

QUALITY OF SERVICE EVALUATION

IMPROVEMENT RECOMMENDATION
 RECOMMENDATION
Service Specification for Screened Patients
Screened Patient No. Service Element Quality Factors Standard Procedure to Conformance
Arrival at the NBSU
Colorful poster A3 about
procedure breast screening
1. cancer + QR code location
- QR Location Code Easier to find Manager checks
- Infographic by electronic
Easier to spot
media or press media
18 minute wait 2. Reception Attentive staff Friendly & frequent interactions supervisor checks
Care Delight On time ± 25 minutes Manager checks
1 7 Entertainment magazine and
Courtesy 4 6 Choice of magazine/newspaper newer magazine & newspaper
~ 25 minute wait 3. Waiting for the call
choice
Complete information 2 3 5 Choice of watching channel Patients survey
Satisfied
Professionalism Comfort chair
Meaningful explanation
Competence and clear
Clear information Training
> 25 minutes wait information
Incorrect screening Dissatisfied
4. Introduction to screening Patient survey and manager
Competence staff ± 1 minute
checks

Safety aware

5. Screening Competence staff ± 15 minutes screening process Training

Clear information Training

Professional staff Manager checks
6. Discussion ± 9 minutes Costumer survey
Motivating

Say patient’s name with friendly

7. Departure Farewell ceremony Manager checks
and friendly way
 RECOMMENDATION

Diagnosed Patient
Service Specification for Diagnosed Patients
No. Service Element Quality Factors Standard Procedure to Conformance

Friendly and say name of patient

1. Arrival at the NBSU Arrival ceremony Manager checks

Zone of Tolerance Diagnosed Patients Leading to

Friendly and frequent
High interactions
18 minute wait Patient survey and manager
2. Reception Attentive staff
Delight Say name kindly and lead check
Care
1
Courtesy 3 4 5
~ 20 minute wait On time ± 20 min
Complete information 2
Satisfied
Professionalism Choice of drink Serve free drink
Meaningful explanation
> 20 minutes wait Magazine provide breast cancer
Choice of magazine
3. Waiting for the call that recover and life Supervisor checks
Incorrect diagnosis Dissatisfied
Friendly and frequent interaction

Attentive staff
Competence staff ± 20 minutes

Motivating Encouraging words Instruction and training

4. Discussion finding
Choice of recover clinic Professional references and
references and plan recovery plan

Say patient’s name with friendly

5. Departure Farewell ceremony Manager checks
and friendly way
 THANKS
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