Tangibles, reliability, responsiveness, assurance and empathy -are the factors of service quality the consumers think about especially in the healthcare services.Recently I took my wife Suguna to Narayana Nethralaya, Rajajinagar, Bengaluru for treatment of irritation and blurred vision in the eyes diagnosed as due to cataract . Right from the start to the finish a sense of optimism prevailed and a great sense of accomplishment. The security staff were very alert.The reception staff were very patient in spite of work pressure at the counter. The counselors explained to us in clear terms the procedures involved.The staff at the insurance desk processed our insurance papers in time.The paramedical staff were also time conscious in attending to their duties.The presence of coordinators at several stages was very significant.The seating arrangements in the general waiting hall as also the waiting room before surgery wore good ambiance. The pharmacy was well organised. Dr.M.S.Hemamalini of cataract and refractive lens surgery department was both decisive and dynamic in her approach to clinical/surgical procedures-keen on improving patient safety and quality care outcomes.While outlining options-she was actively listening to patient’s concerns and expectations.The causes and processes of illness were clearly explained.Her team leadership was visible in the positive work place.Thus all the elements mentioned in the beginning were in right place at the hospital.
