Service qulity

1. Service Quality of Nawaloka Metropolis
Laboratories .
UNIVERSITY OF COLOMBO
Faculty of Graduate Studies
Executive Diploma in Marketing
2015/2016

2. Introductions
Nawaloka medical team comprises of highly Qualified
Consultants. Physicians, Surgeons, Anesthetists and well trained
Nursing staff.
Hospital provides medical investigation services to well over 1,000
people every day.
The entry of Nawaloka Hospitals into the state dominated
healthcare sector in 1985 Fulfilling a long felt need of a high
technology health care center at an affordable cost.

3. Nawaloka Metropolis laboratory Service
Nawaloka Metropolis laboratory is a joint venture between
Nawaloka Hospitals PLC and Metropolis Health Services,
Mumbai, India.
Metropolis is a multinational chain of referral laboratories
continually developing R&D for provides good services to
customer using latest technology.
Metropolis has been officially recognized from health professional
organization CAP (College of American Pathologists)
Quantitative real time PCR (QPCR) is a method of quantifying the
amount of a specific DNA present in a sample.

4. Service Quality of Nawaloka Diagnostic Laboratory service
Tangibility.
•Maintain standardize report format
•Clear and durable material use for report printing
Include reference rage to easy to understand
•Use new technology
•Use world best equipment for provide best service to
customer

5. Reliability
•The front desk employee accurately verified the
customer request or following doctor’s prescription
correctly.
• Minimum reporting time.
•Well trained employees
•On time report delivery system

6. Responsiveness
Immediate attention for critical patient
Well train staff on Troubleshooting

7. Assurance
•Knowledge of the employee relevant to their job
•Ability to convey trust and confidence
•Technology which use for generating reports
Supervision and acceptable
•Use hygienic equipment for risk free operations

8. Empathy
•Care and safety with in the period
•Personal attention
•Complaint handling
•Educating customer about the service
and how to use

9. Issues of Service quality
Issues on Registration and Payment step
Not adequate Space
Distance between lab and billing counter
Lack of cordinations

10. Issues on Sample collecting step
•Patient not following the given guidelines
•Lack of well train staff.
•Non drawing the required volume of sample.

11. Issues on Testing & Sample Analysis
Technical issues occur
Deituoration of the sample (Due to non
maintaining temperature and proper delivery
sys.)

12. Issues on Quality Control & Result Reporting
Not conducted same relevant steps
No proper supervision
Usage of substandard chemicals

13. Issues on Impression (Report Printing)
Printing errors and mistakes
Issues on Lab Management System
Software errors and knowledge of people who operate the
system

14. Recommendations of upgrade Service quality
Develop new online reporting system for more
convenience to patient and doctors
Registration and payment step not allowed for
emergency patient
Appoint educated people for front line operations
Develop SMS Reporting service
Educating patient about service and its implementations