However, there is a significant problem where the patients have to queue up for a very long time to register before they can get any treatment from the doctors. In addition to that, they also have the same problem when they go to other department such as pharmacy where they have to reregister themselves again before getting their medicines. This project is used to identify the various procedures at the hospital as well as to Investigate the possible operational problems that may lead to excessive patients’ walling time. A patient’s experience In walling mime will radically Influence his or her perceptions on quality of the service.
The study was carried out in one of the hospitals in Koala Lump, Malaysia – Hospital Koala Lump (HIKE). The subjects were patients who came to the hospital at this HIKE. The methods of collecting data in this study are using Walworth observation and interviewing patients and visitors from this public hospital. Four main causes have been identified as the contributing factors towards excessive patient’s waiting time, namely: the registration time, insufficient method in finding the patient’s profile or database, insufficient number of counter service staff and insufficient number of doctors.
Attempts should therefore be made to reduce the patient’s time as well as to improve the doctor-patient ratio. Introduction The purpose of this report Is to briefly discuss the best solution for overcoming the problem of unlinked patients’ database systems in Koala Lump Hospital. Internet sites on the topic of patients’ efficiency service in government hospital especially Koala Lump Hospital, this report describes on how Customer Relationship Management (CRM) helps a lot in helping to smoothen up the flow of the reoccurred.
The goal of any system development is to develop and implement the system cost effectively; user-friendly and most suited to the user’s analysis is the heart of the process. Analysis is the study of the various operations performed by the system and their relationship within and outside of the system. During analysis, data collected on the files, decision points and transactions handled by the present system. Other than that, it can enhance Job performance of workers and at the same time can increase the productivity.
CRM is believes could reduce the human error made by workers. It also can minimize the time taken to retrieve the patients’ data. Therefore, indirectly it can help patients to avoid long queue. Last but not least, it can help patients in having a personal medical’s profile. For instance if the patient is going to other hospital or clinic to get treatment, any doctor will automatically will know the patient’s health progress by knowing it from the system itself. It makes them work easier. Literature Review As the world being innovation, every country has its own CIT strategy.
The CIT strategy include in many type of field in other to make development of the country. In October 2005, the United Kingdom Government published Transformational Government – Enabled by IT, a strategy which set the public sector IT agenda for the next five years. The strategy focused on three broad areas where improved use of information and communication technology (ACT) could enable transformed service delivery which are putting the citizen at the heart of what they do shared services and professionalism IT-enabled business change.
Besides, the need to continue to transform public services and to use CIT to enable transformation of the way the public sector runs and operates has become more pressing. As the I-J public sector has responded to increased and increasing demand within the complex technology arena, it has built an CIT infrastructure that in many instances duplicates solutions across different areas of government. The CIT Strategy will ensure that the infrastructure now goes through a process of standardization and simplification, to create a common infrastructure designed to enable local delivery suited to local needs.
Delivery will increasingly be through partnerships between the public, private and third sectors, and the strategy focuses on providing the greater interoperability accessory. In the other hand, the Public Sector CIT Strategic Plan (SIPS) 2011-2015 is intended to achieve the Malaysia Government’s CIT vision & mission for the next 5 years. The CIT strategic plan will establish the strategic CIT direction and mechanism for continuous CIT development in the Malaysian Public Sector.
In line with the SIPS, we propose a system and illustrate the knowledge information sharing and collaboration among all education institutions in Malaysia and provides information that needed collaboration’, which focus on fostering the sharing of information between industries, public, academician, and citizen as stated in the ‘Malaysian National Innovation Policy is deemed necessary. Furthermore, the idea of ‘MAMMA’ is taken to develop identified CIT guidelines toward improvement on CIT application and performance in the Public Sector based on the best practices and current technology.
They also state that Public Sector must be geared towards the delivering of quality public services according to the needs of citizens to be innovative (MAMMA, 2011). According to MAMMA, the strategic thrust is to enhance service delivery focusing on he public perception and increase satisfaction levels through accessibility, participation, inclusion and innovation. Background of Selected Agency The Koala Lump Hospital or commonly known as HIKE (Hospital Koala Lump) has 49 different departments and units.
These include the administration & finance department, the pharmaceutical department, training and research, 27 clinical departments and 12 clinical support services. Hospital Koala Lump is now the largest hospital under the Ministry of health of Malaysia and is considered to be one of the biggest in Asia. It is a government tertiary referral hospital, located on 150 cress of prime land with 83 wards and 2302 beds. View of the 5-storey hospital’s main block as you approach from the Maternity Hospital. The building on the right foreground is part of the Radiotherapy Outpatient Clinic.
HIKE has a huge staff of 7 000 workers with almost 100 professions in various fields and disciplines. Out of the total number of staff, there are about 200 consultants and specialists, 500 medical officers and registrars, 10 matrons, 100 sisters (ward managers), 1,600 registered nurses, 750 trained assistant nurses, and 40 trained mid-wives. The remaining staff re pharmacists, tutors, assistant pharmacists, medical assistants, administrative personnel and hospital attendants. I I Problem Statement The problem faced by the agency is the unsynchronized patients’ profile database in every department.
Patients needed to reregister themselves many times at every counter in order to enjoy the services. The hospital failed to link the database service to make the process of tracking down the patient profiles much easier and faster. They still use an old fashioned way to locate the patients’ documents in their database. As all of us know, the patients themselves are facing difficulty when they deed to explain their health condition personally with the other doctor when they are going to other hospital or clinic. This will make the patient hard to communicate with the doctor.
Both parties will make the progress longer and difficult. This is very inconvenience for both parties, as the person in charge need to search the document one by one from hundreds of documents and patients need to queue up for a very long time and causing floods of people in the hospital ground. Proposed Solution The problem involved in managing the patient’s database of Hospital Koala Lump CRM is a widely implemented model for managing a company’s interaction with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize the process.
This software has the ability needed by the management of the Hospital in linking the entire patient’s data by using only the patient’s ID to find the patient’s information. This approach will help in smoothen the process of searching the data as CRM are able to capture and integrate the patient’s information from one department to the other department and also with other hospital or clinic. Having CRM as a tools to improve the system, it can effectively manage the customer services, avoid leakage of information, lowering the time consume and decrease the number of labor needed to sustain the management process.
CRM will provide an organize system used in managing a thousand of patient’s information as it will be systematic since the very beginning the patients registered their name. The process will started when the hospital receive the service requested by the customer or the patients. From here they will obtain all the details about the patient’s information to fill in the customer database so that the information can be stored under one ID. This will ease the task of the doctors and the patients if the patients need to go to many departments to receive the services.
