Assignment Patient Care Pharmacy The Patient Care Pharmacy is one of the leading

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Assignment           

                                          Patient Care Pharmacy

The Patient Care Pharmacy is one of the leading private owned company having a turnover of 10 million rupees in the year 2017. The total number of employees in the pharmacy is 150 and most of them have completed 20-25 years’ service in the pharmacy. The following products are included within the pharmacy in addition to selling of latest drugs for patients. Those are;

Continuing Educations on Prescriptions

Guidance on use of Drugs

Assistance of channeling of specialists

Continuing education

The key customer group that the pharmacy provides services to include the senior population housed within the extended and long-term care environments. Customers fully depend on the services of the pharmacy to fulfil their needs and wants in the medical area. Because of the high risk factor of its business, these needs require that the right drug be delivered to the right patient at the right time. Also depending on the customer type, specific delivery requirements may be implemented to better serve the end user. Pharmacy’s dedication and commitment to continuous improvement is evident throughout its internal and external operations. By reflecting on the principles needed to attain quality success across all levels of customers, pharmacy adopted the Quality Policy statement given below;

                                   QUALITY POLICY

Services and Products that meet or exceed both our internal and external customer expectations leading to complete customer satisfaction resulting in people working together to enhance the lives of those served.

Since the Pharmacy has employees with different expertise in the medical area, at times, multifaceted work teams are formed through cross-functional approaches to complete the task(s) at hand. The Pharmacy is providing 24 hours round the clock service, 365 days a year is supported by an integrated IT system with web enabling customer service application called Track-it to report specific information on customer issues for companywide resolution. Moreover, all activities of the pharmacy are handled through this system. Pharmacy noted that advantages of e-commerce of service include quicker customer service response time for all areas of service including placing the order, pharmacist’s review, delivery, and billing of the product.

Pharmacy faces key strategic challenges from the rapidly evolving financial structure of health care, a shortage of licensed pharmacists, the evolution of medical practice, and employee retention at all levels. These as well as future challenges are always balanced with the responsibility to the stakeholders.

How might the various definitions of quality apply to the Patient Care Pharmacy

How are the principles of total quality reflected in Patient Care Pharmacy’s Quality Policy and its operations?

Given the nature of Patient Care Pharmacy’s and the challenges it faces, discuss how a total quality approach can help the company meet the challenges and improve its ability to provide the services its customers need.  

Explanation / Answer

First of all, quality can be defined as the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs.

or as this : Quality is the customers perception of the value of the suppliers work output.

or The degree to which something meets or exceeds the expectations of its consumers.

or Quality is the extent upto which a customer needs are met way better than the customer's expectations.

All these definitions apply for Patient Care Pharmacy in one way or the other. I will explain this as following:

For the first definition,as we talk about process of building and sustaining relationships, these are achieved by the pharmacy through continouing education and guidance on drugs which allow them to easily understand the needs of every current or new customer.

The financial figures of 2017 themselves speak for the extent to which the Pharmacy meets the expectation of its consumers. They have a quality assurance as they have multi speciality experienced staff which allows them to serve their consumers better than their rivals.

The principles of total quality are reflected in Patient Care pharmacy's quality policy and its operation by the following points:

They have experienced employees having expertise in different medical areas which allow them to understand the needs of a bigger consumer base.They are operational round the clock throughtout the year, which make its consumers rely on the Pharmacy at any time.They have a IT system with web, which enables it's consumers to track down anything from a complaint to any internal activity of the pharmacy, providing them the scope to improve with every issue raised and getting better day by day.

The total quality approach can help the company in meeting the challenges and improve its ability to provide the services its customer needs by keeping the following points in their quality model:

-> Empowering the employees to think and make recommendations.

->Focussing on long term profits and continual improvements in process and employee capabilities.

->By establishing high-performance bench marks and asking your employees to graft to achieve them for higher customer satisfaction.

->Quality should be fully intergrated throughout the ogranization i.e. it should be every body's responsibility.

-> In addition to the knowledge learning, train people about 'How to work smart?'

->Dismiss any kind of internal politics in the Pharmacy.

->Promote the ownership of responsibility to each and every employee, this will make them work better with excellent capabilities.

For future improvements, we can also consider the following points:

1) A total commitment to continually increasing value of customers, investors and employees.

2) A commitment to leading people with a biasness towards great performance and quality assurance

3) A commitment to fundamental improvement through knowledge, skills, problem solving and teamwork.

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