"Customer Service at Government Hospital in Pharmacy Area (pharmacy related)"
Pharmacy Area: eg - Farmasi Klinik Pakar, out-patient, in-patient, etc
First - Find out:
1. Current situation at these places
2. Issues/problems related to services
3. Propose suggestions on how to improve the problems
Second - Aspects/focuses:
a) Human resource
- waiting time; how to improve efficiency
- what type of skills required
- problems with staff (not trained, lack of skills)
b) Daily Operation (operating process)
c) Product Quality
- Procurement process for types of drugs kept
- Buying (how and why)
d) Counter Service Quality
- Communication with patient
- Packaging and labeling
e) Communication System
- Staff with staff
- Staff with systems
- Staff with patient
- Type of system (computerized/manual)
- Around 3 pages
- Grouping follows the business plan assignments’ groups
- Each group will choose one aspect either human resource, daily operation, products quality etc. Each aspect will be discussed by 2 groups.
- Each group need to find out on current situation, problems related to the services and also suggestion on how to improve the problems on the aspect chosen previously.
- The area should be focusing on pharmacy area in hospital. If there are more than 2 pharmacy areas in the hospital, divide the areas equally between 2 groups that discuss on the same aspect.
- Any inquiries please see Madam Halimah Bux.
-berita ini dibawakan oleh Raihanah, disampaikan oleh Mardhiah