Tangibles Case Study

Tangibles

Sometimes patients may only have their senses to evaluate cues to quality, which is why this level of quality is crucial to maintain. Tangibles are the most important dimension of quality. It is crucial to ensure that patients have a sanitary, safe, and comforting servicescape in order to provide patient-centered care. For example, Michael Kyung’s scenario deals with the lack of toilet paper. The patient’s family member perceived the hospital to potentially have poor quality because they could not keep the bathroom clean and stocked with toilet paper. The family member had to go out on her own to provide toilet paper for her loved one. Moreover, people use their senses to evaluate physical evidence, which then leads to create perceptions

She deals with doctors on a daily basis, and she assists patients and their family members with their needs. Ms. Spencer states “that it gets hectic when trying to juggle the demands from the doctors, along with patients and family members calling and coming to her desk asking for assistance” (WILL, Anatomy of Care).

When dealing with various people, they may not always be in the best of moods. A clerk in training asked Ms. Spencer how she deals with people when they get out of control and she stated, “I try to put myself in their shoes” (WILL, Anatomy of Care). This statement shows a lot about Ms. Spencer’s character and how she tries to understand how the patient is feeling. By trying to put oneself in his or her shoes, one is disregarding his or her feelings about the situation and is concerned more with meeting the patient’s needs. Doing so will help resolve the problem and create better patient satisfaction.

Also, when Mr. Gibson calls three times because he never received breakfast, Clara Spencer is sympathetic to his situation by reassuring him that he is heard and that she was going to take care of the situation

Klinger was unable to answer because it is outside the scope of his practice, but he assured her he would express her concerns to her doctor who would then come and discuss them with her. By giving her some assurance, the patient felt relieved and could stop stressing about potentially having a second miscarriage.

Responsiveness

Emilio Jones is in charge of transporting patients to the hospital. While he was taking a patient to the emergency room, he noticed a call light was on. After transporting his patient and walking past the patient’s room again, he recognized the light was still on. So, he took the initiative to go into the patient’s room to see what he or she needed. Emilio could have continued making rounds transporting patients, but instead, he took time away from his busy schedule to respond to the patient’s needs.

The patient recognized Emilio’s efforts and would soon forget the previous feelings of neglect. He made the patient feel cared for by listening and addressing the patient’s concerns. Emilio’s willingness to help the patient’s needs made the patient who was feeling neglected feel cared for. Taking time away from his busy schedule does not take that much effort but it made a huge impact on patient’s