American Journal of Applied Sciences

Service Delivery Innovation in Health Care for Patient Satisfaction at Primary and Secondary Level

Harpreet Kaur Grang, Moshiur Bhuiyan, P.W.C. Prasad, Farzana Haque and A. Elchouemi

DOI : 10.3844/ajassp.2019.33.42

American Journal of Applied Sciences

Volume 16, 2019

Pages 33-42


The purpose of this research is to identify and address the service delivery issues faced by patients in hospitals including emergency departments. It illustrates the available solutions and determines the one that best fits the solution among service delivery methods in hospitals to provide quick and quality care with better efficiency. There are various software tools that are used to analyse and minimize the patients waiting times. This research examines and discusses the existing practices and findings that are currently being used in the hospital frameworks. It also examines the factors influencing the service delivery and patient satisfaction through different methods and tools to give a clearer picture of the patient flow at the hospitals utilizing a case study approach in the context of hospitals within NSW Australia. This research paper proposes improvement in service delivery model, which potentially improves patient satisfaction as well as increase efficiency for health care service providers to handle huge overcrowding in many hospitals. It potentially creates opportunities for better health care by providing better services on time and in a better quality.


© 2019 Harpreet Kaur Grang, Moshiur Bhuiyan, P.W.C. Prasad, Farzana Haque and A. Elchouemi. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.