August 5, 2014 [NATIONAL HEALTH CARE ]

GROUP 1
I. FRONSTAGE AND BACKSTAGE ANALYSIS
Back stage Front stage























Make an appointment
before going to the
hospital
Arrange appointments
for patients
Check patients information and call patients
according to their turn
Take a seat and wait in
an adjacent waiting
area
Meet their doctor or
doctors registrar
Check the patients health and tell them
about the following operation (the time,
how long they have to stay in hospital
Come back home and
wait
Receive the call telling
about the time going to
hospital to have an
operate
Call the patient about the
operation
August 5, 2014 [NATIONAL HEALTH CARE ]
GROUP 1

























Receive the post including: a letter
staring the admission, ward number
and other requirements, a form to
complete basic detail
Send patients the post
Ring the ward to check
that there is an
available bed
Go to the ward by the
time the hospital
required
Take the test blood
pressure, pulse,
temperature, blood
sample
Come back the ward
and stay there to wait
the operation
Take the operation Make the operation
August 5, 2014 [NATIONAL HEALTH CARE ]
GROUP 1












II. STATE PROBLEM AND SOLUTION
1. Problems
Problem 1: In outpatient department, Mr.Smith had to wait in the waiting areas and he said that it was
very difficult to hear the names being called because of noise and movement in and out of the waiting
areas.
Problem 2: Mr. Smith had missed his call because he realized that the nurse called many people who
had arrived after him.
Problem 3: In the operation, Mr. Smith had a trouble with his admitted information. There were no
news after 3 weeks since he sent the letter. His name was not down for the next 2 weeks.
Problem 4: In the admission day, there were only about half of the twenty beds occupied. The beds
seemed very close together. Adjacent patients could easily touch hands while lying down. Visitors had
difficulty in placing chairs beside the bed. The ceiling was very high and the large bare walls were cold
looking. Its just only enough room to keep a bottle of water and a glass on the surface. The sounds of
the night staff walking on the linoleum-covered wooden floorboards seemed very loud.
Problem 5: In the operation day, some patients were admitted the day prior to the operation, and
others on the day of the operation.
Problem 6: Different nurses adopted different rules. A nurese was rather reluctant to let him have a
drink as it could make him sick so soon after the anaesthetic.
Finish the operation
and was sent back to
the ward
Stay in the ward to
improve health
-Send cups of tea, newspaper, breakfast
to the patients
- Check temperature and pulse
- Examine patients health
Was checked the
health again before
going home
Make sure the patients health is good
and they can go home
August 5, 2014 [NATIONAL HEALTH CARE ]
GROUP 1
2. Solution
Problem 1 and 2: Waiting rooms is too loud to patient hear their name.
Restrict the number of patients at the same time. For example, at 10.00 am, the nurse call 20
people registered in this time. Others registered after 10.00 am can be called later
Divide waiting rooms by a new wall (or glass)
Problem 3: Information for patients and visitors pamphlet should be informed for all patients before
phone call.
Problem 4: Equipment is too old and unrealiable
Opening more Ward rooms or reducing the number of bed to make them are not too close
together
Painting wall, leaving broken equipment
Equip more lights, bed fully occupied.
Problem 5 and 6: Indicate nurse who care exactly what they do, checking again in case of they do wrong
thing to patients.
III. CONCLUSION