Staff View: Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level

Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level

Before January 2009, inpatient discharges were done through central discharges system at the ground floor of finance department. Effective January 2010 a new decentralise inpatient discharges system at wad level was implemented . Before the implementation of the new system, data were collected from...

Full description

Saved in:

Bibliographic Details
Main Authors:	A. R., Abdul Aziz, M. B., Nishazini, Noor Azlinna, Azizan
Format:	Article
Language:	English
Published:	IOSR 2013
Subjects:	HD28 Management. Industrial Management
Online Access:	http://umpir.ump.edu.my/id/eprint/6829/1/Improving_Customer_Satisfaction-_Implementing_Decentralised_Inpatient_Discharges_At_Ward_Level.pdf http://umpir.ump.edu.my/id/eprint/6829/
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my.ump.umpir.6829
record_format	eprints
spelling	my.ump.umpir.68292018-05-02T03:23:25Z http://umpir.ump.edu.my/id/eprint/6829/ Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level A. R., Abdul Aziz M. B., Nishazini Noor Azlinna, Azizan HD28 Management. Industrial Management Before January 2009, inpatient discharges were done through central discharges system at the ground floor of finance department. Effective January 2010 a new decentralise inpatient discharges system at wad level was implemented . Before the implementation of the new system, data were collected from July 2009 to December 2009 on the total number of feedback form received, number of complaint on hassle of discharge and complaint of long waiting time. After the implementation of the new system, the same data were collected from January to June 2010. The two set of data were compared to see the impact of the new discharge system. Further monitoring was done by collecting data for the first six month of 2011 and the first six month of 2012.Based on the data collected it was found that for a period of July to December 2009, 295 complaints on hassle of discharges and 46 complaints on long waiting time. For the period from January to June 2010, there was no complaint on the hassle of discharges but 38 complaints on the long waiting time. Further monitoring was done from January to June 2011 and it was found that there was no complaint on the hassle of discharges but complaints on the long waiting time had reduced to 8 cases. For the period from January to June 2012, there was no complaint about the hassle but only 6 cases on the long waiting time. Revenue of the hospital grows by 35% from year 2009 to 2012 and PBT grows by 250% from year 2009 to 2012. IOSR 2013 Article PeerReviewed application/pdf en http://umpir.ump.edu.my/id/eprint/6829/1/Improving_Customer_Satisfaction-_Implementing_Decentralised_Inpatient_Discharges_At_Ward_Level.pdf A. R., Abdul Aziz and M. B., Nishazini and Noor Azlinna, Azizan (2013) Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level. Journal of Business and Management, 12 (4). pp. 51-55. ISSN 2319-7668
institution	Universiti Malaysia Pahang
building	UMP Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Malaysia Pahang
content_source	UMP Institutional Repository
url_provider	http://umpir.ump.edu.my/
language	English
topic	HD28 Management. Industrial Management
spellingShingle	HD28 Management. Industrial Management A. R., Abdul Aziz M. B., Nishazini Noor Azlinna, Azizan Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level
description	Before January 2009, inpatient discharges were done through central discharges system at the ground floor of finance department. Effective January 2010 a new decentralise inpatient discharges system at wad level was implemented . Before the implementation of the new system, data were collected from July 2009 to December 2009 on the total number of feedback form received, number of complaint on hassle of discharge and complaint of long waiting time. After the implementation of the new system, the same data were collected from January to June 2010. The two set of data were compared to see the impact of the new discharge system. Further monitoring was done by collecting data for the first six month of 2011 and the first six month of 2012.Based on the data collected it was found that for a period of July to December 2009, 295 complaints on hassle of discharges and 46 complaints on long waiting time. For the period from January to June 2010, there was no complaint on the hassle of discharges but 38 complaints on the long waiting time. Further monitoring was done from January to June 2011 and it was found that there was no complaint on the hassle of discharges but complaints on the long waiting time had reduced to 8 cases. For the period from January to June 2012, there was no complaint about the hassle but only 6 cases on the long waiting time. Revenue of the hospital grows by 35% from year 2009 to 2012 and PBT grows by 250% from year 2009 to 2012.
format	Article
author	A. R., Abdul Aziz M. B., Nishazini Noor Azlinna, Azizan
author_facet	A. R., Abdul Aziz M. B., Nishazini Noor Azlinna, Azizan
author_sort	A. R., Abdul Aziz
title	Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level
title_short	Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level
title_full	Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level
title_fullStr	Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level
title_full_unstemmed	Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level
title_sort	improving customer satisfaction: implementing decentralised inpatient discharges at ward level
publisher	IOSR
publishDate	2013
url	http://umpir.ump.edu.my/id/eprint/6829/1/Improving_Customer_Satisfaction-_Implementing_Decentralised_Inpatient_Discharges_At_Ward_Level.pdf http://umpir.ump.edu.my/id/eprint/6829/
_version_	1643665477019369472
score	13.211869

Improving Customer Satisfaction: Implementing Decentralised Inpatient Discharges At Ward Level

Similar Items