The bright road healthcare system is a health institution with a huge potential to deliver the best patient care. However, they are facing challenges that make it difficult for them to achieve this. Some of the concerns include low patient satisfaction, slow service delivery, and poor record keeping. By making various necessary changes in these aspects, the Bright road healthcare system will improve in their customer service.
Firstly, the institution should reduce their patient wait time to ensure care services are faster. The CEO should foster a culture of service whereby the nurses understand the process. By embracing their responsibilities, they will ensure every patient that walks in the hospital is satisfied. To achieve this, there should be a clear reward system that recognizes the outstanding employees in the workplace. This will motivate the staff to improve their working rate. Secondly, the organization should increase the number of staffs. It becomes problematic when few nurses have to attend to many patients making it difficult for fast customer service. By recruiting more staffs, the patients care service will be a bit faster (Govere & Govere, 2016) . It will reduce the patients' complaints on long patient wait time.
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Bright road healthcare system uses continuous quality improvement programs to improve their care delivery. However, it has not been effective to identify problems and solve some of the issues due to implementation. The institution requires a more integrative approach on CQI to enhance customer satisfaction. This approach will strengthen staff cooperation and patient satisfaction (Boamah et al., 2018) . An integrative approach will establish a more effective means in which the hospital will be solving its problems. For instance, there should be regular staff meetings to discuss the concerns of the patients such as slow service delivery. Besides, the management should establish a monitoring program that would oversee service delivery at the hospital. No doubt, with the use of this approach the institution, will improve patient service delivery. The current CQI is not effective becomes it does not address the concerns of the hospital. Therefore, it should be enhanced to include continuous monitoring and more staff meetings.
Apart from that, the Bright road healthcare system has ignored the role of continuous staff training. When survey shows lack of patient satisfaction, the institution should capitalize on continuous training. The first benefit of continuous training is improving patient. More learning will definitely contribute to positive patient outcomes (Fortenberry Jr & McGoldrick, 2016) . In addition, continuous training increases the morale of the staff, which in turn makes the environment a better working place. This will enhance collaboration and effective communication that would result in patient satisfaction. On the same note, patient records have issues at the hospital causing communication breakdown. Poor record keeping at hospitals has many disadvantages making it difficult for the hospital to attain its goals. Good medical records provide a basis for the provision of care in the hospital. It becomes a point of reference when one is checking gives medication and examines the patient's medical history. To avoid errors, the Bright road healthcare system should establish an effective records system for its patients.
Finally, internet databases are essential for any healthcare institutions because it aids care delivery. It contains various resources that can help the nurses and doctors with care plans for treatment. With current problems the Bright road healthcare system faces, having effective internet databases is essential. The staff will acquire the necessary knowledge and treatment plans that would enhance patient satisfaction. Mr. CEO, the implementation of these strategies will improve customer service at the institution significantly.
References
Boamah, S. A., Laschinger, H. K. S., Wong, C., & Clarke, S. (2018). Effect of Transformational Leadership on Job Satisfaction and Patient Safety Outcomes. Nursing outlook , 66 (2), 180-189.
Fortenberry Jr, J. L., & McGoldrick, P. J. (2016). Internal Marketing: A Pathway for Healthcare Facilities to Improve the Patient Experience. International Journal of Healthcare Management , 9 (1), 28-33.
Govere, L., & Govere, E. M. (2016). How Effective Is Cultural Competence Training Of Healthcare Providers On Improving Patient Satisfaction Of Minority Groups? A Systematic Review of Literature. Worldviews on Evidence‐Based Nursing , 13 (6), 402-410.
