SHOULDICE HOSPITAL LIMITED
SHOULDICE HOSPITAL LIMITED
1. a) In what respects is SH a successful service organization?
- Highly motivated and capable staff delivers an outstanding service. They are aware of the importance of human relation in the provision of the service.
- The Service Concept was designed to achieve early ambulation and aware of the importance of human relations:
o Use of local anesthetic
o Renowned hernia surgery technique
o Facility design
o Postoperative regimen
o Nurse counseling activity
o Patient social activities (tea time, reunion, â€¦)
- Highly integrated strategy â€“ system ensure high quality, high employee productivity, low cost and high ...view middle of the document...
The delighted recruits soon made known their success stories and by the war's end, more than 200 civilians had contacted the doctor and were awaiting surgery. The scarcity of hospitals beds however, created a major problem. There was only one solution; Dr. Shouldice decided to open his own hospital.
Facts of the Hospital:
Location: The hospital was located in Toronto in the southern part of Canada and 48% of the demand was from northern U.S.
Layout: The Shouldice Hospital has two basic facilities; hospital and the clinic in one building. The rooms are design such that the patients have an opportunity to visit each other and this helped to create a service culture with the help of the people who worked for the Shouldice hospital.
Capacity Planning: Shouldice was constructed with a capacity of 36 beds. After some years passed, they improved the capacity of the hospital to 89 beds.
Service Encounter: There is a sensible service culture in Shouldice. Training in Shouldice technique is important since the procedure could not be varied. The patients, who were experienced hernia operation in Shouldice, can return their normal daily lives much before the other patients that had experienced the similar operation at other hospitals. And the recurrence rate for all operations performed at Shouldice is about 0.
The Unique Selling Point of the Hospital
â€œThere is No Substitute for Experienceâ€. Shouldice Hospital has been dedicated to the repair of hernias for over 55 years. The trained team of Shouldice Hospital surgeons have repaired more than 300,000 hernias with a greater than 99% success rate.
Surgeons at Shouldice Hospital have a virtual 100% success rate performing primary inguinal indirect hernia repairs. Shouldice Hospital has offered its Medical Guarantee for more than 55 years.
Shouldiceâ€™s strategic service concept
The patients at the Shouldice center take some of care of themselves. In Shouldice, all the patients were encouraged to walk up and down the halls and to get in dialog with the other patients and the surgeons. In thought of encouraging the patients, the steps between the floors are constructed with a smooth inclination, there are not TVâ€™s at the bedrooms and the rooms were designed as if it were a home instead of a hospital. Every square foot of facility is carpeted to reduce the hospital feeling and the possibility of a fall.
The Key Success Factor:
The Shouldice Hospital case demonstrates an excellent example of a well-developed, focused service delivery system. Shouldice has been remarkably successful in its ability to not only provide its patients with a quick, quality and low cost surgery but also providing an unforgettable experience and comfortable environment to all of its patients. Shouldice Hospital success is due to a number of factors ranging from their warm environment to their surgery techniques.
Secondly, Shouldice Hospital is psychologically appealing to patients receiving surgery, they...