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St. Gianna Healthcare: Service Management
內容大綱
St. Gianna Healthcare (SGH) was a community health centre located in Kochi, in the southern state of Kerala, India, offering government-approved medical checkups and health certifications, specialist consulting services in obstetrics and gynecology, and dental care. SGH's medical administrator was concerned about service management issues at the clinic in recent months. While there had been a recent increase in patient numbers, she was concerned about customer experience. In particular, she was trying to assess whether patient waiting times and service turnaround were satisfactory, given the dependencies SGH had on capacity, scheduling, and overall service management at the clinic, and was considering her options for improvements.