Institutional Critique Essay: Hospital Experience

I first visited (any hospital name) Mission Hospital three years ago. A friend of mine referred me to attend their hospital service for the light flux. I decided and attended as one of her friends was a doctor. Thou there are positive elements I observed, there are few experiences which challenged my attendance to (name) Mission Hospital. The first negative experience was bad customer service once you enter the hospital. Customer service refers to the proper treatment of the customers who in most cases pay for the services offered by the institution. The front desk where most services are offered has some receptionists who have a negative attitude towards patients and visitors. The receptionist I met on that day was arrogant upon asking for directions to different consultation rooms while making payments for consultation and medication and also the requirements needed for being attended to. Poor customer service plays a big role is discouraging more people to attend the hospital services. Personally, I was disappointed how I get to pay for hospital bill with poor basic customer services.

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During the consultation with my doctor, I realized that my medical records were not easily be traced. Record allocation is one of the most important hospital policies to adhere to. Misallocation of patient files and records is a felony which might render a hospital being sued by the patient. Thus this is a challenge many hospitals and healthcare giving institutions face. Medical records help to trace the progress of a patient and know the best way forward to improve any performance of healing. This also shows there is a poor administration of the hospital and management system. My records were later discovered to have been misallocated by signing with a different middle name. This shows a great deal of carelessness on the records keeping.

On payment of the services, I also discovered that the cost has increased with a great deal. The consultation fee alone had doubled, then on purchasing medication, it was quarterly added up. Increasing the cost of services offered in the hospital will decrease the number of patients attending the hospital due to affordability rates. I began to question myself why should I pay highly yet the services are poor, and medication is not working. In this modern world, there is the need for the use of internet and Google to search for basic information. I decided to search out the medication I was prescribed. This was due to previous medication not working properly after finishing a dosage. I found out that was a wrong prescription again thus making me assume the hospital management is not concerned with patients at large. This shows a large number of poor and inadequate nursing skills too thus giving the wrong prescription.

The One last challenge I experience with the hospital is the appointment booking. Years back, it was easy to get admission to the hospital and get treated on time. Lately, one has to book early appointments either a week or days early. Sometimes it is hard to make the appointment booking through phone calls and emails because of the attending doctors and nurses careless to pick the calls, reply emails and reserve the appointments. This discourages my decision of being a patient in that hospital or even recommending anybody to attend for their healthcare services. These among other more challenges, not only in hospitals but other institutions have proved a great deal of failure to achieve the said mission and vision of the various institutions.

However, the above challenges and negative experiences of an institution failing to serve the greater good can be improved in various ways. One major improvement to be done is proper training of the healthcare givers; nurses, doctors and medical advisors and also provide professional development to their careers and jobs. Through proper training, they become equipped well enough to provide excellent services to patients in the hospital. It also provides confidence in them to treat their patients. Receptionists will learn on how to provide customer services thus hospitality becomes one of their major objectives and attributes to achieve. It is also important to have a well and properly managed administration system and management program.

Another way for improvement is through offering proper prescriptions for patients. A wrong prescription discourages and makes one doubt the capability of the hospital to offer the services they purpose to. This can be greatly achieved through mastering of the medical caregiving that is a proper understanding of what medication treats certain and specific diseases and infections. This saves on time and money among other resources. There is the need for havthe ing enough stock of healthcare equipment including medicine and machines used during treatments. This creates a conducive environment for patients to get healed and admitted and for doctors to work well towards achieving the missions and visions of the institution.

Conclusion

Lastly, I would recommend the provision of affordable medication to all people. Most people are medium or low-income earners. High medical bills will drive away many patients to other hospitals with low bill rates. Affordability of medication will reduce death rates too. Appointments made by patients should be easy to make. This is to reduce wastage of time and easy attendance to the sick. Patient records are to be properly maintained to reduce the rate of confusing and poor prescription.