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INNOVATIVE, CUTTING EGDE SERVICES:
At Shouldice Hospital, only one kind of operation is performed. But it is performed better than anywhere else in the world. Shouldice does Hernia Surgery – a condition that affects middle aged or older men, with a 99% success rate.
Dr Earl Shouldice, the founder of the hospital began to look into ways to improve ambulatory following surgery after he had observed a seven year old girl who had refused to stay quietly in bed after an appendectomy. She had moved and played around and came to no harm despite her activity. He thereafter incorporated a unique service strategy into operations at the hospital that has made the Hospital a renowned one around the world today.
Dr Shouldice recognized the high participation service context that existed where the patient and the provider clearly cocreate the service. Patient participation was required at multiple levels from participating much in their own diagnosis to post operative care as well as helping to create their own patient communities. Success at the Hospital was predicated not only on quality surgical and nursing operations but also on developing a Servicescape that actually played a critical role in helping patients recover from surgery. It was critical that patients should begin to walk as soon as possible after their surgery and also avoid unnecessary anxiety. To this end, patients were encouraged and provided with the emotional support to form support groups that enabled them to compare experiences and therefore reduce anxiety. How this was accomplished will be shown hereafter.
This unique customer participation strategy...
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