I am not sure I understand the requirements of this assignment, but will attempt to share my thoughts.

Medicine is a field that is driven by people more than technology. Having said that , there are instances where technology is and can be used for the development of employees and also the employee-client relationship. We also have to understand that even though medicine is a lot about human interaction, it is not a ‘service’ industry in the traditional sense. As per Kadampully, Bilgihan and Zhang (2016) “combining…people and technology produces the hybrid organization that benefits from new technology but still provides and appropriate climate and culture to nurture creativity and innovation through people” . This statement is applicable at my work place, if we replace ‘creativity’ and ‘innovation’ with ‘caring’.

For a health care organization to grow it is very important to make sure that the right people are posted to the right place. Our organization puts a lot of effort into making sure that employees are taken care of. We have online trainings and safety modules . There is an anonymous hotline where employees can post their complaints, without fear of retribution. Employees also have the opportunity to participate in online reviews of co workers and leaders.

If I had the opportunity I would like to develop a blog for the people working in our clinic. It is not possible to put this in place for the whole organization . I would like all of us to be able to post and share our daily experiences on the blog . I think this would help create a greater sense of belonging.

“Firms….should create a service environment that asks back feedback from their customers both online and offline” ( Bowen, 2016). My organization provides patients with opportunity to provide feedback , but these are paper surveys that are mailed out to them. I think if these were made available online , there would be an increased number of responses. We also offer our patients the ability to check their medical records online. There is a patient portal through which they can check their labs and other tests, check their upcoming appointments and ask to scheduled appointments. They can also send online messages to their physician through this portal.

I would like to close with this comment by Wong 2015, “customer behaviors are shaped by providers, while employee performance and commitment are shaped by the organizations they are embedded within”. Organizations that care of their employees will have employees that take care of their customers.

 

References

Bowen, D.E. ( 2016). The changing role of employees in service theory and practice: An interdisciplinary view. Human Resource Management Review, 26(1), 4-13.

Kadampully, J., Bilgihan, A., Zhang, T. ( 2016). Developing a people-technology hybrids model to unleash innovation and creativity: The new hospitality frontier. Journal of Hospitality and Tourism Management 29 ( 2016) 154-164.

Wong, I. A. (2015). Linking firms, employees, and customers a multilevel research agenda for hospitality studies. Cornell Hospitality Quarterly