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Improvement of the Quality of Service in a Hospital in the United Kingdom

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A proper mix of experienced and new employees should make up a team so that the nurses don’ t feel stressed or burnt out by working more. “ All of this guidance is well summarised by the International Council of Nurses: ‘ There is no optimum skill mix, and attempts to reach the best possible standard must be an on-going and creative process’ . In the NHS Plan, the government develops its ideas on the nursing workforce in some detail. As well as promising 20,000 new nurses, it states that there will be 1,000 nurse consultants by 2004 (#9.22).

There are to be‘ modern matrons’ – senior sisters and charge nurses who are easily identifiable to patients, and who will be accountable for a group of wards and who will have the resources ‘ to sort out the fundamentals of care’ (# 9.21). The Chief Nursing Officer sets out ten ‘ key roles for nurses’ , stating that employers must empower ‘ suitably qualified nurses’ to undertake a wider range of clinical tasks, including the right to receive and make referrals, admit and discharge patients, order investigations and diagnostic tests, run clinics and prescribe drugs (#9.5)” (Scott 2003, p.

22). Service quality is unique and prejudiced. The majority of the customers wish for good services, and they will go to some other place if they don’ t obtain it. Therefore the hospitals need an extensive atmosphere for customers; the numerous staff should get training in the latest methods, and also high, in technological machines and equipment. “ Of course when trying to bring in change, the HR department should have perceived benefits, a deadline for execution, and also the realized gains in relation to the change in culture.

There should also be continuous integration. Through this, the HR department should be able to change the culture in the organization and add value to it” (Harold, 2003)” (Roles and Functions of the Human Resource Department 2010).

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