SHOULDICE HOSPITAL LIMITED

NAME: ZHANG JINPENG

MATRIX NUMBER: P125647

1. In the eyes of customers, the most important feature of a hospital is its operating
procedures.
Patient safety: Proper execution of operating procedures is essential to ensure patient
safety. A hospital is a complex environment involving multiple medical processes and
procedures. Through standardized operating procedures, human error and accidents
can be reduced to ensure that patients receive high-quality medical services and care.
Coordination and consistency: The hospital involves the cooperation of multiple
departments and medical staff. The development and implementation of operating
procedures helps to ensure coordination and consistency between different
departments. Patients can expect the same level of attention and care no matter which
medical staff or department they are dealing with.
Save time: Standardized operating procedures help to improve hospital efficiency and
process optimization. With clearly defined steps and guidance, medical staff can do
their jobs more efficiently and with less time wasted and confusion. This can reduce
patient waiting times and provide more rapid medical care.
Enhance patient confidence: The reliability and standardization of operating
procedures help build patient trust and loyalty to the hospital. When patients feel that
their medical care is conducted based on clear operating procedures, they are more
confident and willing to choose the hospital as their medical provider. This helps
build the hospital's reputation and attract more patients.
Operating procedures are very important to customers in hospitals because they are
directly related to patient safety, service quality, efficiency and hospital reputation.
Through reliable operating procedures, hospitals are able to provide a high level of
medical care and build a trusting relationship with patients.

2. Screening out patients who require hospitalization is critical for the following
reasons:
Ensuring appropriate treatment: By screening out patients who require hospitalization,
hospitals can ensure that they receive appropriate treatment and monitoring. Some
diseases or conditions require close monitoring, complex treatment procedures or
surgery that may not be available in an outpatient setting. Hospitalization can provide
more comprehensive medical care and treatment to ensure the best medical outcomes
for patients.
Provide necessary monitoring and support: Some patients may require long-term
monitoring, medication, or rehabilitation care. Inpatient care can provide the
necessary facilities and professionals to meet the patient's monitoring and support
needs. This includes monitoring vital signs, regular medication administration,
physical therapy, etc., to promote the patient's recovery and health recovery.
Patient safety and comfort: Hospitalization can provide a safe, controlled environment
to ensure that patients receive the necessary medical care and support. In addition, the
communication between patients and other patients during hospitalization can help
patients reduce psychological stress.

3. The nurse orientation session at 4:30 PM primarily focuses on educating and

preparing patients for their procedures, while the tea and cookies session at 9:00 PM
emphasizes peer interaction, emotional support, and the opportunity to learn from
patients who have already undergone the operation. Both sessions contribute to the
overall patient experience by addressing different aspects of patient needs, including
information, education, psychological support, and a sense of community.

Nurse Orientation Session

Purpose: The nurse orientation session is aimed at providing incoming patients with
important information about what to expect during their stay, including details about
post-operative exercise, daily routines, and general expectations.
Content: The session covers practical information regarding the hospital procedures,
post-operative care instructions, and general guidance for the patients.
Focus: The focus of this session is on educating and preparing the patients for their
upcoming procedures, addressing their concerns, and ensuring they have a clear
understanding of what lies ahead.
Importance: The nurse orientation session helps alleviate the anxiety and nervousness
of the patients by providing them with relevant information and setting realistic
expectations. It allows patients to feel more informed and empowered, enabling them
to actively participate in their own care.
Tea and Cookies Session
Purpose: The tea and cookies session serves as an opportunity for pre-operative
patients to interact with those who have already undergone their operations earlier that
day.
Social Support: This session provides a supportive environment for patients to
connect with others who have had similar experiences. It allows them to share
concerns, ask questions, and gain reassurance from patients who have already been
through the procedure.
Peer Interaction: The tea and cookies session facilitates peer interaction and creates a
sense of community among patients, fostering a supportive and understanding
atmosphere.
Importance: The session plays a role in reducing pre-operative anxiety and providing
emotional support through the shared experiences of patients. It helps patients build
resilience, develop a support network, and feel more comfortable and reassured about
their upcoming operations.

4. Out of SERVOUAL's 5 dimensions, reliability is the most important for Shouldice.

Shouldice focuses on training techniques that cannot be changed by surgery. This is
done under the direct supervision of one or more senior surgeons. Team rotation and
frequent consultations provide continuous opportunities to assess performance and
take corrective action.
Shouldice focuses on patients' mental health. They spend a lot of time before and after
surgery to help patients reduce their anxiety.
Shouldice should not perform surgery for patients at risk of surgery, which greatly
protects the safety of patients during surgery.
Shouldice has experienced nurses and doctors.
Shouldice has a long history and Shouldice Hospital has a remarkable track record of
success in hernia repair.
Each surgeon at Shouldice performs a limited number of operations per day. This
approach ensures that the surgeon is able to provide individual attention and care to
each patient, further improving the reliability of the service.
5. The Shouldice Hospital contained two facilities in one building--the hospital and
the clinic. On its first-level, the hospital contained the kitchen and dining rooms. The
second level contained a large, open lounge area, the admission offices, patient rooms,
and a spacious glass-covered Florida room. The third level had additional patient
rooms and recreational areas. Patients could be seen visiting each others' rooms,
walking up and down hallways, lounging in the sunroom, and making use of light
recreational facilities ranging from a pool table to an exercycle.
High quality physical facilities can provide a good environment for patients and their
families, increasing their satisfaction and trust. A comfortable, welcoming, healing
environment can help patients relax and reduce anxiety and stress. A strong brand
image can help a hospital stand out in a competitive market and build a good
reputation.

6. vide cheaper treatment costs for high-value services:

Equity and access: Equity and access to health care can be enhanced by providing
cheaper treatment costs for high-value services. Reducing the cost of these services
can make them more affordable for more patients and enable them to enjoy better
health care.
Cost-effectiveness: High-value services are usually more cost-effective, i.e. better
treatment outcomes at lower cost. By reducing the cost of high-value services, more
patients can be motivated to choose these treatments, thereby improving overall
healthcare cost-effectiveness. This helps to rationalize the limited medical resources
and maximize the treatment results required by patients. This has a positive effect on
the hospital's reputation.
Improved health outcomes: High-value services often provide better health outcomes,
including better treatment outcomes, lower risk of complications, and better quality of
life. By reducing the cost of these services, patients can be encouraged to choose the
best treatment, thereby improving their health outcomes. This helps to reduce the
progression and recurrence of the disease, improve the quality of life of patients, and
reduce the overall burden on the healthcare system.