Characteristics of a Service:

Services are intangible products that are provided to fulfill specific customer needs or wants.

They possess several key characteristics:

Intangibility: Services cannot be seen, touched, or physically measured before consumption.

They are experienced and evaluated after delivery.

Inseparability: Services are often produced and consumed simultaneously, making it

challenging to separate the service provider from the service itself. The customer is typically

involved in the production process.

Heterogeneity: Services can vary in quality due to differences in human involvement and

environmental factors. They may not be consistent from one interaction to another.

Perishability: Services cannot be stored like physical products. They are time-bound and

must be consumed at the time of production.

Variability: Service quality can be highly variable, as it depends on factors like the skill and

attitude of the service provider, the customer's expectations, and the context in which the

service is delivered.

Application of Service Characteristics to Nursing Practice:

Intangibility: In nursing practice, the service (care) provided is intangible. Patients cannot

physically touch or measure it in advance. They experience and assess the quality of care

during and after treatment.

Inseparability: Nursing care often involves the simultaneous interaction between the nurse

and the patient. The patient's active involvement in their care, such as taking medications or

following care instructions, is essential.

1|Page
Heterogeneity: The quality of nursing care can vary from one patient to another and from

one healthcare facility to another. Factors like the nurse's skills, communication, and the

patient's condition can influence the care provided.

Perishability: Nursing care must be delivered promptly and cannot be stored for future use.

Patients require care when they need it, making time management crucial in nursing practice.

Variability: Due to the human element in nursing, the quality of care can vary. However,

healthcare providers aim to minimize this variability through standardized protocols and

continuous training to ensure consistent, high-quality care.

Essential Components of Service Quality Dimensions in Nursing Practice:

In nursing practice, these service quality dimensions align closely with patient-centered care.

Healthcare providers strive to create an environment that is physically appealing (tangibles),

consistently delivers high-quality care (reliability), responds to patient needs promptly

(responsiveness), instils confidence in patients (assurance), demonstrates empathy and

emotional support (empathy), and ensures accessible care (access). Meeting these dimensions

contributes to a positive patient experience and improved healthcare outcomes.

Service quality in nursing practice can be assessed using various dimensions, including:

Tangibles: The physical environment of healthcare facilities, such as cleanliness and

appearance, contributes to the patient's perception of care quality.

Reliability: This dimension focuses on the consistency of care delivery. Patients expect

reliable and accurate diagnosis, treatment, and follow-up.

Responsiveness: Nurses must be responsive to patient needs, inquiries, and concerns

promptly. Timely care and attention contribute to a positive patient experience.

2|Page
Assurance: Patients require confidence in the competence and expertise of healthcare

providers. Assuring patients that they are receiving the best possible care is vital.

Empathy: Empathetic communication and emotional support are crucial components of

nursing care. Patients appreciate nurses who understand their emotional and psychological

needs.

Access: Patients should have easy access to healthcare services and timely appointments,

ensuring that they receive care when they need it.

Delivering customer centered service

Establish Rapport and Trust: Build a strong rapport with the patient from the beginning,

offering a friendly and approachable demeanour. Show empathy and earn their trust.

Active Listening: Pay close attention to the patient's concerns and needs. Encourage them to

share their thoughts and feelings, and ask open-ended questions to gain a deeper

understanding.

Effective Communication: Clearly explain medical information in plain language. Use

visual aids or analogies when needed, and ensure the patient comprehends their condition and

treatment options.

Customer Satisfaction: Good quality service delivery leads to higher levels of customer

satisfaction. Satisfied customers are more likely to remain loyal, make repeat purchases, and

recommend the organization to others, which can increase revenue and market share

Reputation and Brand Enhancement: Consistently providing high-quality services builds a

positive reputation and strengthens the organization's brand. A good reputation can attract

more customers and business partners.

3|Page
Efficiency and Cost Reduction: Effective service delivery often involves streamlined

processes and reduced errors. This efficiency can lead to cost savings for the organization, as

fewer resources are wasted on rework or fixing mistakes

Benefits of Quality Service delivery

Customer Satisfaction: Good quality service delivery leads to higher levels of customer

satisfaction. Satisfied customers are more likely to remain loyal, make repeat purchases, and

recommend the organization to others, which can increase revenue and market share

Reputation and Brand Enhancement: Consistently providing high-quality services builds a

positive reputation and strengthens the organization's brand. A good reputation can attract

more customers and business partners.

Efficiency and Cost Reduction: Effective service delivery often involves streamlined

processes and reduced errors. This efficiency can lead to cost savings for the organization, as

fewer resources are wasted on rework or fixing mistakes

Employee Morale and Productivity: When employees are empowered to deliver quality

service, it boosts their morale and job satisfaction. Happy employees are more engaged and

productive, which can lead to improved overall organizational performance.

Competitive Advantage: Organizations that consistently offer top-notch service stand out in

the market. This competitive advantage can result in higher market share and the ability to

charge premium prices for products or services.

Compliance and Risk Mitigation: Good quality service delivery often goes hand in hand

with adherence to industry standards and regulations. This reduces the organization's

exposure to legal and reputational risks, as well as potential fines or penalties.

4|Page
Consequences of Poor Service Delivery

Customer Dissatisfaction: When customers receive subpar service, they are likely to

become dissatisfied. This can result in customer complaints, negative reviews, and a loss of

trust. Unhappy customers may also seek alternative providers, leading to customer churn and

reduced revenue.

Damage to Reputation: Consistently poor service can tarnish an organization's reputation.

Negative word-of-mouth can spread quickly through social media and other channels, making

it difficult to attract new customers and partners. A damaged reputation may require

extensive effort and resources to rebuild.

Loss of Revenue: Unhappy customers are less likely to make repeat purchases and may even

demand refunds. The loss of revenue due to poor service can be substantial. Additionally,

potential customers who hear about the organization's poor service may choose competitors

instead.

Decreased Employee Morale: Employees involved in service delivery may experience

increased stress and dissatisfaction if they consistently deal with unhappy customers and

complaints. This can lead to decreased morale and productivity, as well as higher employee

turnover.

Increased Costs: Poor service often results in errors, rework, and additional customer

support efforts. This increases operational costs and can erode profit margins. Addressing

customer complaints and fixing service issues can also be resource-intensive.

Legal and Regulatory Issues: In some cases, poor service may lead to legal problems or

regulatory violations. This can result in fines, penalties, or legal actions, further damaging the

organization's finances and reputation.

5|Page
Competitive Disadvantage: Organizations with a reputation for poor service are at a

significant disadvantage in the market. Competitors who consistently deliver high-quality

service can gain market share and attract customers looking for better experiences.

Innovation Stagnation: A focus on addressing service-related issues may divert resources

from innovation and growth initiatives. Organizations struggling with poor service may find

it challenging to invest in new products or services, limiting their long-term competitiveness.

Supplier and Partner Relationships: Poor service delivery can strain relationships with

suppliers, business partners, and distributors. This may lead to disruptions in the supply

chain, reduced collaboration, and difficulties in securing favourable terms and partnerships

Why Customers of a Medical Facility Make Complaints:

Customers of a medical facility, which includes patients and their families, may have various

reasons to make complaints. These reasons include:

Quality of Care: Patients may make complaints if they perceive that the quality of care they

received was subpar, which could involve errors in diagnosis, treatment, or complications

arising from medical procedures.

Communication Issues:

Complaints often stem from poor communication, such as unclear explanations of medical

conditions or treatment options, or inadequate patient-provider interactions.

Wait Times:

Long waiting times for appointments, tests, or in the waiting room can lead to patient

dissatisfaction and complaints.

6|Page
Billing and Insurance:

Billing errors, insurance disputes, or unexpected costs can trigger complaints from patients

who feel financially burdened or misunderstood.

Facility Conditions: Complaints may arise due to issues related to the physical environment,

such as cleanliness, safety concerns, or accessibility problems.

Privacy and Confidentiality: Patients expect their medical information to be kept

confidential. Breaches in privacy, whether intentional or accidental, can lead to complaints.

Staff Attitude and Behaviour: Complaints may arise from perceived rudeness, insensitivity,

or unprofessional behaviour of healthcare staff.

Delays in Test Results: Patients might complain if there are unexplained delays in receiving

their test results, causing anxiety or uncertainty.

Treatment Options: Disagreements about treatment options or refusal of certain treatments

may lead to complaints from patients or their families.

Why a Medical Facility Should Develop a Customer Complaints Policy:

Improved Patient Experience: Having a clear complaints policy demonstrates the facility's

commitment to addressing patient concerns promptly and effectively, enhancing the patient

experience.

Quality Improvement: Complaints often highlight areas of improvement in patient care,

service delivery, or communication. The facility can use this feedback to make necessary

changes.

Legal and Ethical Obligations: Medical facilities have legal and ethical responsibilities to

address patient complaints and protect patient rights, such as confidentiality and informed

consent.

7|Page
Maintaining Reputation: Handling complaints professionally and promptly helps protect the

facility's reputation and maintain trust among patients and the community.

Patient Safety: Identifying and resolving complaints related to patient safety issues can

prevent future incidents and ensure patient safety.

Regulatory Compliance: Compliance with healthcare regulations often requires medical

facilities to have a process for addressing and documenting patient complaints.

How a Nurse Should Respond to a Customer Complaint:

Active Listening: When a patient or family member makes a complaint, the nurse should

actively listen to their concerns without interrupting. This demonstrates empathy and

validates the patient's feelings.

Empathetic Response: Nurses should express empathy and understanding toward the

patient's situation. Acknowledge their emotions and reassure them that their concerns will be

addressed.

Documentation: Document the complaint accurately and comprehensively, including the

date, time, individuals involved, and the nature of the complaint. This documentation is

essential for tracking and resolving the issue.

Resolution: Collaborate with other healthcare team members to resolve the issue promptly.

This may involve discussing the concern with the healthcare provider, addressing

communication gaps, or finding a solution to the problem.

Follow-Up: After taking action to resolve the complaint, follow up with the patient or family

to ensure that they are satisfied with the resolution and to address any remaining concerns.

8|Page
Maintain Privacy: Ensure that all discussions related to the complaint are conducted in a

private and confidential manner, respecting the patient's privacy.

Complaint Escalation: If the issue cannot be resolved at the nursing level, nurses should

know the proper channels for escalating the complaint to higher levels of management or

administration.

Continuous Improvement: Use the feedback from complaints to identify opportunities for

improving patient care, communication, and processes within the facility.

In summary, patients may make complaints for various reasons, and addressing these

complaints is essential for maintaining patient satisfaction and quality of care. A medical

facility should have a well-defined customer complaints policy, and nurses play a crucial role

in responding to complaints with empathy, professionalism, and a focus on resolution and

improvement.

9|Page