NHS healthcare environment in the uk

ABSTRACT

The need for right information at the right time is increasing in the NHS healthcare environment in the UK. With the NHS organisations operating with a strong customer focus, the demand for Information Management & Technology (IM&T) services has never been greater. This research focuses on Understanding the key drivers for Service Excellence in Public Health Informatics serving NHS organisations in the UK. The research methodology and analysis is based on the case study of the organisation ‘The Health Informatics Service' (THIS), hosted by Calderdale and Huddersfield NHS Foundation Trust (CHFT).

The service excellence principles are reviewed at first to understand the appropriateness for this case. The understanding of customer perception of the services was identified as the key first step towards excellence in services. The key members internal to the organisation and the customers were interviewed to gain insights into the service offerings of Public Health Informatics. The triangulation of data collected from internal interviews, customer perception interviews and real time customer satisfaction survey were analysed. The findings from analysis include the need for streamlining of service delivery processes towards the customer needs, building capabilities to match the customer needs. The research concludes by suggesting areas for further research of the topic ‘Service excellence in public health informatics in NHS environment in the UK.

Article name: NHS healthcare environment in the uk essay, research paper, dissertation