assesment of vally clinic

8/8/2019 Assesment of Vally Clinic

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SIR LAEEQ HASSAN JASWAL

Group Members:

Hammad Hussain FA09-MBA-053

Adeel Anjum FA09-MBA-

Noor Alam FA09-MBA-

Fa09-MBA-

COMSATS Institute

Of Information Technology ISLAMABAD

SERVICE MARKETING

Submitted To:

Submitted By:


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AN ANALYSIS OF SERVICES

OF HOSPITALS

MARYAM MEMORIAL HOSPITAL

Physical evidence

This hospital is situated in Westrage on Mall road. Its a prime location for a private hospital. Talking

about the physical evidence, it is giving quite a nice impression. It has a fine four storied building with a

basement. There was a lift for the patients and their attendant for easy movements. The staff was

properly dressed up. The rooms, corridors, reception desks and whole of the environment were really

clean. The Emergency of The hospital seems to be equipped with appropriate devices and instruments.

Although it is a hospital but there was a soothing fragrance creating pleasant feeling for attendants. The

only flaw in the physical evidence is its parking lots. The parking lots were not sufficient according to the

extent of flow of clients. Otherwise the hospital was providing every possible facility includingdiagnostics. There is a proper operation theater, tough we were not able to go inside the theater but

was neat in appearance and was visually appealing from outside. There was a proper pharmacy in the

hospital. Highly qualified doctors were providing there consultancy. Most of them were retired or

serving army doctors. CCTV cameras were installed for the monetary purpose. There was a caf at the

top floor designed according to the needs of the clients of hospital. Moreover there was an attendant on

duty on each floor to guide the people. Two security guards were performing their duty at the front of

the hospital. An ambulance was parked near the entrance of the hospital. Although it was just a Suzuki

van transformed into an ambulance.

Experience on survey

We entered the hospital area and moved the bike towards the parking area of cars, the moment we

stopped the bike the security guard shouted at us to ask us to park the bike in the bike`s parking area.

The guard`s attitude was not much courteous. However after parking the bike we entered the hospital,

there was a well designed reception desk with three windows in it. Along with the reception desk there

was an emergency department. We had a look of the emergency department and moved to the

corridor. There were rooms of different highly qualified doctors on the first floor who sit there to


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provide their consultancy. The tiled floor was really clean. Seats were there besides the doors of the

rooms for the people waiting for their turn. We get seated there and made some snaps. Then we told

about our purpose of coming to the hospital to the people sitting there and asked them to fill the

questionnaire. The questionnaires were difficult to understand for many of the people sitting there, so

we personally interviewed the people and filled the questionnaires. Especially the second part of

questionnaire even became difficult for us to convey to others. However after filling some of the

questionnaire we went out of the hospital and have some more snaps with the security guard in front of

the building of hospital.

After wards we went to the second floor. On the second floor there was an operation theater on one

side and rest of the area was again covered with the rooms of different doctors and seats for the people

waiting for their turn. We get some more questionnaires filled there. After some time we realized that it

is time for the for midrib prayers, so we went to the prayer area in the basement of the hospital. The

prayer area was does not seem to be the part of the hospital. It was the least maintained part of the

hospital. But it is case in almost every service industry of our society including our university. However

that prayer area was better than the prayer area of our university.

Then we visited the third and fourth floor. There were rooms for patients who are admitted on the third

floor. Though we were curious to make some questionnaire filled by the attendants of patients but were

to do so. On the fourth there was caf according to the need of hospital. When we came back to the

third floor, a lady was distribution sweets as a celebration of a born baby. We had some of the sweets

and congratulated her. Then we went to the Vally clinic.

Analysis of questionnaire

Frequency Table

Tangibility: Appropriate equipment

Frequency Percent Percent Cumulative Percent

partially disagree 3 12.0 12.0 12.0

Neutral 8 32.0 32.0 44.0

partially agree 9 36.0 36.0 80.0

Agree 3 12.0 12.0

strongly agree 2 8.0 8.0 100.0

Total 25 100.0 100.0


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Tangibility: Physical Facilities visually appealing



Neutral 5 20.0 20.0 44.0


Agree 8 32.0 32.0


Total 25 100.0 100.0

Tangibility: staff are neat appearance



Neutral 5 20.0 20.0 28.0


Agree 8 32.0 32.0


Total 25 100.0 100.0

Tangibility: Material related are visually appealing


strongly disagree 1 4.0 4.0 4.0



Agree 10 40.0 40.0


Total 25 100.0 100.0


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Reliability: keep promises



Neutral 6 24.0 24.0 32.0


Agree 2 8.0 8.0


Total 25 100.0 100.0

Reliability: Hospital shows Sincere interest in solving problems



Neutral 4 16.0 16.0 24.0


Agree 8 32.0 32.0 1

Total 25 100.0 100.0

Reliability: Get Things right 1st time


Disagree 1 4.0 4.0 4.0


Neutral 4 16.0 16.0 32.0


Agree 8 32.0 32.0


Total 25 100.0 100.0

Reliability: Delivers on time


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Frequency Percent Percent Cumulative PercentDisagree 3 12.0 12.0 12.0

Neutral 6 24.0 24.0 36.0


Agree 8 32.0 32.0 96.0


Total 25 100.0 100.0

Reliability: Error free records


Disagree 1 4.0 4.0 4.0


Neutral 1 4.0 4.0 20.0


Agree 6 24.0 24.0


Total 25 100.0 100.0

Responsiveness: Information about time of delivery


Disagree 1 4.0 4.0 4.0


Neutral 7 28.0 28.0 48.0


Agree 5 20.0 20.0 1

Total 25 100.0 100.0

Responsiveness: prompt services


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Frequency Percent Percent Cumulative Percentstrongly disagree 1 4.0 4.0 4.0

Neutral 8 32.0 32.0 36.0


Agree 8 32.0 32.0


Total 25 100.0 100.0

Responsiveness: Willing to help



Neutral 4 16.0 16.0 36.0


Agree 5 20.0 20.0


Total 25 100.0 100.0

Responsiveness: Quick response




Agree 6 24.0 24.0


Total 25 100.0 100.0

Assurance: Show confidence in client




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Neutral 4 16.0 16.0 36.0


Agree 7 28.0 28.0


Total 25 100.0 100.0

Assurance: Sense of Security



Neutral 3 12.0 12.0 16.0


Agree 10 40.0 40.0 10

Total 25 100.0 100.0

Assurance: Courteous Behavior


Disagree 2 8.0 8.0 8.0


Neutral 5 20.0 20.0 32.0


Agree 6 24.0 24.0


Total 25 100.0 100.0

Assurance: Informed Staff



Neutral 1 4.0 4.0 24.0


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Agree 8 32.0 32.0


Total 25 100.0 100.0

Empathy: Individual Attention



Neutral 4 16.0 16.0 32.0


Agree 10 40.0 40.0 10

Total 25 100.0 100.0

Empathy: Convenient timing


Neutral 4 16.0 16.0 16.0


Agree 12 48.0 48.0 92.0


Total 25 100.0 100.0

Empathy: personal attention



Neutral 4 16.0 16.0 28.0


Agree 6 24.0 24.0 1

Total 25 100.0 100.0


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Empathy: Best interest of client



Neutral 2 8.0 8.0 16.0


Agree 12 48.0 48.0


Total 25 100.0 100.0

Empathy: Understand specific need


Disagree 5 20.0 20.0 20.0

Neutral 7 28.0 28.0 48.0


Agree 3 12.0 12.0 76.0


Total 25 100.0 100.0

Importance of Tangibility for customer


Important 2 8.0 8.0 8.0

Important 2 8.0 8.0 16.0

Extremely Important 4 16.0 16.0 32.0



Terribly Important 3 12.0 12.0 64.0



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Total 25 100.0 100.0

Importance ofReliability for customer


Very important 3 12.0 12.0 12.0








Total 25 100.0 100.0

Importance ofResponsiveness for customer










Total 25 100.0 100.0


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Importance of Assurance for customer










Total 25 100.0 100.0

Importance of Empathy for customer









Total 25 100.0 100.0

Most important for customer is


Tangibility 1 4.0 4.0 4.0

Reliability 8 32.0 32.0 36.0

Responsiveness 9 36.0 36.0 72.0

Assurance 2 8.0 8.0 8


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Empathy 5 20.0 20.0 100.0

Total 25 100.0 100.0

2nd most important for customer is


Tangibility 4 16.0 16.0 16.0

Reliability 8 32.0 32.0 48.0


Assurance 4 16.0 16.0 9

Empathy 2 8.0 8.0 100.0

Total 25 100.0 100.0

Least important for customer is


Tangibility 7 28.0 28.0 28.0

Reliability 1 4.0 4.0 32.0


Assurance 6 24.0 24.0 7

Empathy 6 24.0 24.0 100.0

Total 25 100.0 100.0

Conclusion drawn from questionnaire

The tool we have applied for the analysis of data of questionnaire is mean. Scale for the following questions is from

disagreement to agreement is 1-7.


Mean is 4.72,


Mean is 4.72

Tangibility: Staffs are neat appearance


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Mean is 5.20

Tangibility: Material related is visually appealing

Mean is 5


Mean is 5.24

Reliability: Hospital shows sincere interest in solving problems

Mean is 5


Mean is 4.88


Mean is 4.80


Mean is 5.16


Mean is 4.48


Mean is 5.08


Mean is 4.80


Mean is 5.56


Mean is 4.80


Mean is 5.20


Mean is 4.96


Mean is 5.20



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Mean is 4.92


Mean is 5.48


Mean is 4.60


Mean is 5.48


Mean is 4.72

Conclusion

Results of questionnaire show an agreement of people on all the questions related to tangibility, reliability,

responsiveness, assurance and empathy.Tangibility: Material related is visually appealing, Tangibility: Staffs are neat

appearance, Reliability: keep promises, Reliability: Hospital shows sincere interest in solving problems, Reliability:

Error free records, Responsiveness: prompt services, Responsiveness: Quick response, Assurance: Sense of

Security and Assurance: Informed Staff of the hospital is highly ranked by the people.Responsiveness: Quick

response is the highest ranked by the people.

The following results show the average points given to:-


Mean is 19.56


Mean is 18.16


Mean is 22.52


Mean is 19.84


Mean is 19.32


Mean is 3.8. It shows that responsiveness is most important for the people


Mean is 2.68. It shows that reliability is 2nd most important for the people


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Mean is 3.12. It shows that assurance is least important for the people

Gaps

The biggest gap in Maryum hospital was its security. There was no proper system of security. However a

hospital does not need much security, but as there is a lot of security threat in our country so a hospital

must also be much more secure than Maryum Hospital. We were roaming around in the hospital for

almost 2 hours but nobody ask us the reason. Moreover there was no check on the entry of under age

children.

The only big flaw in the physical evidence is its parking lots. The parking lots were not sufficient

according to the extent of flow of clients. The least maintained place in the hospital was its mosque. It

was not even designed properly and was not clean.

The system of appointments with the doctor was not computerized. There must be a proper web site of

the hospital which should provide online system of appointments. Patient has to wait outside the room

of the doctor for their turn. There should be a separate waiting room for the patients and attendants

where a display screen could notify about the turn.

Assessment

Maryum Memorial Hospital can be ranked as an excellent service provider. This hospital is trying to

provide every possible facility to its customers. Hospital is providing consultancy of highly qualified

doctors. The operation theatre was designed to deal almost every type of case. Arrangement for

chemotherapy for the cancer patients is also there. This hospital is popular for its gynecology

department and child specialists.

Recommendations

y Extension of parking lot

y Enhance the Security

y Under age children must not be allowed to enter the hospital without any genuine reason.

y Modern ambulances should be available

y Electronic appointment system must be developed.

y A proper centralized data base management system must be used for maintaining the record of

patients.


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y Information system must be developed of other hospitals for refereeing any case which cannot

be entertained in this hospital.

y Proper mosque must be made in the hostipal.

VALLY CLINIC

Physical evidence

This clinic is situated in Westrage near Saddar. As far as physical evidence, it is located on the best place

besides the road. For clinic defined view, it has enough parking lots. Its building was also good having

three stories. The physical evidence of the clinic was not giving an elegant look. Its interior was simple

but was not giving a dirty look and the environment was clean. There was a few staff in the clinic. Tough

only nurses were in uniform but the staff was properly dressed up. The rooms, corridors, receptiondesks and whole of the environment were clean.

There was no ambulance for the any emergency. There was no specific emergency department. There is

an operation theater on the second floor but interestingly there was no lift for the patients and their

attendant for easy movements. Tough we were not able to go inside the theater but it was not visually

appealing from outside. There was no proper pharmacy in the hospital. Highly qualified doctors were

providing there consultancy. Most of them were retired or serving army doctors. No CCTV cameras were

installed for the monetary purpose. There was a caf at the top floor designed according to the needs of

the clients of hospital. There was no attendant on duty on any floor to guide the people. Two security

guards were performing their duty at the front of the hospital.

Experience on survey

When we entered in the clinic, there was a simple reception desk with three windows in it there was a

male receptionist who doesnt feel the need to ask us, what problem we have? Then we went into

waiting room, after some time we started survey of clinic. There were rooms of different highly qualified

doctors on the first floor who sit there to provide their consultancy. The floor was simple but was clean.

There were only a few patients and only two or three doctors entertaining them. The patients are

coming and feel disappointed when they come to know that their desired doctor is not available. On

ground floor there are 4 rooms for check up and regular treatment. On first there was a beautiful

receptionist who asked as why we are there? There was an operation theater on the second flooralthough there was no lift in the building. Then we moved further on, there were only few rooms there

but were not in use.

There were not a few people in the clinic. There was a big waiting area in the clinic and we stayed there

for a long time but flow of people in the waiting area was minimal. However we managed to get our

questionnaire filled. The questionnaires were difficult to understand for many of the people sitting


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there, so we personally interviewed the people and filled the questionnaires. Especially the second part

of questionnaire even became difficult for us to convey to others. However after filling some of the

questionnaire we went out of the hospital and have some more snaps with the security guard in front of

the building of clinic.

Analysis of questionnaire

Frequencies

Frequency Table





Neutral 7 28.0 28.0 72.0



Total 25 100.0 100.0




Disagree 4 16.0 16.0 36.0


Neutral 8 32.0 32.0 96.0


Total 25 100.0 100.0


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Tangibility: staff are neat appearance



Disagree 4 16.0 16.0 24.0


Neutral 12 48.0 48.0 80.0



Total 25 100.0 100.0

Tangibility: Material related are visually appealing




Neutral 6 24.0 24.0 64.0

Agree 8 32.0 32.0


Total 25 100.0 100.0



Disagree 2 8.0 8.0 8.0


Neutral 7 28.0 28.0 68.0

Agree 3 12.0 12.0


Total 25 100.0 100.0


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Reliability: Hospital shows Sincere interest in solving problems



Disagree 7 28.0 28.0 56.0


Neutral 2 8.0 8.0 68.0


Agree 4 16.0 16.0


Total 25 100.0 100.0



Disagree 1 4.0 4.0 4.0


Neutral 7 28.0 28.0 68.0


Agree 4 16.0 16.0 1

Total 25 100.0 100.0



Disagree 3 12.0 12.0 12.0

Neutral 12 48.0 48.0 60.0



Total 25 100.0 100.0


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Disagree 1 4.0 4.0 28.0


Neutral 3 12.0 12.0 56.0


Agree 6 24.0 24.0


Total 25 100.0 100.0




Neutral 10 40.0 40.0 52.0



Total 25 100.0 100.0





Neutral 9 36.0 36.0 80.0



Total 25 100.0 100.0


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Disagree 2 8.0 8.0 24.0


Neutral 7 28.0 28.0 72.0


Agree 4 16.0 16.0 1

Total 25 100.0 100.0




Disagree 4 16.0 16.0 24.0

Neutral 7 28.0 28.0 52.0


Agree 1 4.0 4.0


Total 25 100.0 100.0





Neutral 5 20.0 20.0 48.0

Agree 9 36.0 36.0


Total 25 100.0 100.0


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Disagree 4 16.0 16.0 48.0


Neutral 3 12.0 12.0 80.0


Total 25 100.0 100.0




Neutral 8 32.0 32.0 40.0


Agree 4 16.0 16.0


Total 25 100.0 100.0




Disagree 1 4.0 4.0 16.0


Neutral 13 52.0 52.0 72.0


Agree 2 8.0 8.0


Total 25 100.0 100.0


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Disagree 9 36.0 36.0 48.0

Neutral 3 12.0 12.0 60.0

Agree 4 16.0 16.0


Total 25 100.0 100.0



Disagree 2 8.0 8.0 8.0


Neutral 2 8.0 8.0 32.0


Agree 4 16.0 16.0


Total 25 100.0 100.0




Neutral 2 8.0 8.0 28.0


Agree 8 32.0 32.0


Total 25 100.0 100.0


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Disagree 4 16.0 16.0 16.0


Neutral 6 24.0 24.0 60.0



Total 25 100.0 100.0




Disagree 3 12.0 12.0 24.0


Neutral 8 32.0 32.0 60.0



Total 25 100.0 100.0



Important 8 32.0 32.0 32.0

Important 8 32.0 32.0 64.0






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Important 8 32.0 32.0 32.0

Important 8 32.0 32.0 64.0





Total 25 100.0 100.0



Important 4 16.0 16.0 16.0

Important 3 12.0 12.0 28.0






Total 25 100.0 100.0



Important 4 16.0 16.0 16.0

Important 7 28.0 28.0 44.0






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Important 4 16.0 16.0 16.0

Important 7 28.0 28.0 44.0





Total 25 100.0 100.0



Important 2 8.0 8.0 8.0

Important 4 16.0 16.0 24.0







Total 25 100.0 100.0



Important 2 8.0 8.0 8.0






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Total 25 100.0 100.0



Tangibility 9 36.0 36.0 36.0

Assurance 4 16.0 16.0 52.0

Empathy 12 48.0 48.0 100.0

Total 25 100.0 100.0



Tangibility 2 8.0 8.0 8.0

Reliability 8 32.0 32.0 40.0


Assurance 5 20.0 20.0 7

Empathy 6 24.0 24.0 100.0

Total 25 100.0 100.0



Tangibility 4 16.0 16.0 16.0

Reliability 6 24.0 24.0 40.0


Assurance 10 40.0 40.0 8

Empathy 4 16.0 16.0 100.0

Total 25 100.0 100.0


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Conclusion drawn from questionnaire

The tool we have applied for the analysis of data of questionnaire is mean. Scale for the following questions is from

disagreement to agreement is 1-7.


Mean is 3.68,


Mean is 2.92

Tangibility: Staffs are neat appearance

Mean is 3.64

Tangibility: Material related is visually appealing

Mean is 3.88


Mean is 4.36

Reliability: Hospital shows sincere interest in solving problems

Mean is 3.20


Mean is 4.04


Mean is 4.64


Mean is 3.80


Mean is 4.84


Mean is 3.44


Mean is 3.66


Mean is 4.04


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Mean is 4.74


Mean is 3.12


Mean is 5


Mean is 3.96


Mean is 3.96


Mean is 4.92


Mean is 5.24


Mean is 4.36


Mean is 4

Conclusion

Results of questionnaire show a weak agreement of people on all the questions related to tangibility, reliability,

responsiveness, assurance and empathy.Tangibility: Physical Facilities visually appealing of the hospital was rated

very low. However a hospital is a place even though Physical facilities are modern but they are never visually

appealing. Moreover Tangibility: Staffs are neat appearance, Tangibility: Appropriate equipment, Tangibility: Material

related is visually appealing, Reliability: Hospital shows sincere interest in solving problems, Reliability: Error free

records, Responsiveness: prompt services, Responsiveness: Willing to help, Assurance: Sense of Security,

Assurance: Informed Staff and Empathy: Individual Attention of the hospital is not liked much by the people. However

Reliability: keep promises, Reliability: Get Things right 1st time, Reliability: Delivers on time, Responsiveness:

Information about time of delivery, Responsiveness: Quick response, Assurance: Show confidence in client,

Assurance: Courteous Behavior, Empathy: personal attention, Empathy: Convenient timing, Empathy: Best interest of

client and Empathy: Understand specific need of the hospital was liked by the people. Empathy: personal attention

and Assurance: Courteous Behaviorare the most liked features of the hospital.

The following results show the average points given to:-


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Mean is 13.28


Mean is 16.08


Mean is 16


Mean is 15.64


Mean is 20.04


Mean is 3.40. It shows that assurance is most important for the people


Mean is 3.20. It shows that responsiveness is 2nd most important for the people


Mean is 3.16. It shows that reliability is most important for the people

Gaps

y Security

y Under age children were not restricted.

y No ambulances

y Information system is really poor.

y No lift

y No mosque

y No Diagnostic centre

y People have to wait for a long time for their turn

y Information about the facilities was not there

y No pharmacy

Assessment

Vally clinic cannot be ranked as a good service provider. Vally clinic is just providing a platform to the

doctors to provide their consultancy to the patients. Vally clinic is not providing many of the facilities

which it can provide. Although it is considered a hospital but after analyzing its facilities it is very difficult

to say that its a hospital. It would be better to call Vally clinic as a clinic rather than a hospital. Two of


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22 The staff/doctors of the hospital understand your specific needs 1 2 3 4 5 6 7

Following are five features pertaining to hospital services, please allocate a total of 100 points

among the five features according to how important each feature is to you- the more

important a feature is to you, the more points you should allocate to it. Please ensure that

the points you allocate to the five features add up to 100.

Which one feature of the above five is most important to you?

(Please enter the feature's number)

Which feature is second most important to you?

Which feature is least important to you?

No. Features Points

1 The appearance of the hospital/clinics physical facilities,

Equipment, staff/doctors and communication materials.

2 The hospitals/clinic's ability to perform the promised service dependably and

accurately.

3 The hospital/clinic's willingness to help patients and provide a prompt service.

4 The knowledge and courtesy of the hospital/clinic staff/doctors and their ability to

convey trust and confidence

5 The caring, individualized attention the hospital/clinic provides its patients.

Total points Allocated 100


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assesment of vally clinic

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