Service Package and Supporting Facilities - Essay Example

Service Package Introduction The concept of service package applies in all places that offer services. A service package has some elements, which include supporting facilities, facilitating goods, explicit services, and implicit services. This paper will discuss the four elements of a service package as well as the psychological aspects of service delivery. In this paper, an elderly care center helps in illustrating how the four elements of service package are linked with the process of service delivery in an elderly care center. An elderly care center is a specialized place designed to take care of elderly people in the society. Therefore, a number of supporting facilities must be taken care of before elderly people are admitted into the elderly care center. In some states, it is a requirement that all elderly care centers comply with state regulations concerning the nursing home reform act. Supporting facilities Supporting facilities refer to physical resources that must be in place before a service can be given out. A key component of facilitating goods encompasses architectural appropriateness, which means that the structures should be tailored according to the needs of the elderly people. In terms of architecture, the houses should be constructed in line with the prevailing climatic conditions of the place where the elderly care centre will be located (White & Duncan 263). The houses should encompass various rooms with washrooms, which are well maintained to cater for the needs of the elderly. The architectural design should provide for facilities such as places where the elderly can rest whenever they want to relax. The interior decor should consist of quality furniture and the house should be well decorated. The tables, sofas, and other furniture should be made with appropriate designs and from quality timber. The layout of the facility should be placed in a location with a good flow of traffic to avoid any unnecessary disturbance to the elderly. Other essential supporting facilities include facilities to ensure safety against fire, grab bars in bathrooms and toilets, private toilets and bathrooms, safes, and locked drawers. The houses should also be equipped with supporting facilities such as temperature controls and heating facilities. Other supporting facilities include fitness rooms, libraries, activity rooms, theatres, open grounds for exercises, and walking facilities for persons with walking problems (White & Duncan 268). To improve on security within the housing facility, wander alert systems, alarmed exits, automated fire sprinkler systems, and enclosed yards should be considered. Facilitating goods Facilitating goods refer to goods consumed by buyer or goods as well as materials purchased and consumed by the providers of services. The facilitating goods necessary in an elderly care centre include quality mattresses and warm blankets. Quality will ensure that the elderly feel comfortable when they sleep while the warm blankets will significantly reduce the chances of them to feel cold. Sleeping in a comfortable place can reduce the chances of conditions such as backaches and flu. The caregivers should also be provided with mattresses of high quality as well as warm blankets. This will ensure that they do not have any hindrance while providing services to the elderly (Johnston & Clark 32). Other essential facilitating goods, which should be made available in the elderly care centre, include toothpaste, shampoo, as well as uniforms for the elders and caregivers. Toothpaste and shampoo are essential goods, which ensure the general well being and hygiene in the elderly care centre. Uniforms should be provided as they play an essential role in identifying both the caregivers and the elders. This helps in differentiating between the elderly and caregivers. Service explicit The explicit services refer to benefits, which can be observed and felt with the use of the senses. The achievement of explicit services calls for the employment of qualified caregivers who can treat the elderly in order to relieve the suffering they face. Such services can also be enhanced through the use of essential medications and other forms of treatments that can be used to treat any suffering person (White & Duncan 269). The caregivers in the elderly care centre should be able to treat the elderly in an appropriate manner, which will ensure that the elders do not undergo any suffering. Caregivers in the care centre should be qualified persons who understand the needs of the elderly. As such, they should be caregivers who have been certified by the government. They should also be available to respond to the demands of the elderly, consistent in providing care, and understand how to deal with the elderly. Service implicit The fourth element of a service package comprises of implicit services. Implicit services refer to the extrinsic features or the psychological benefits that may only be vaguely sensed by the consumer of the services (Fitzsimmons 11). In the elderly care centre, the implicit services mainly encompass focus on the attitudes of the caregivers. Those taking care of the elderly should have the appropriate attitudes when dealing with the aged. This encompasses treating the elders well to avoid psychological trauma. The atmosphere of the centre should also be appropriate for the elderly and provide them with a sense of well being. They should enjoy the benefits of staying in such a place. Other implicit services include security and privacy to make them feel cared for as if they were at their own homes. Psychological aspects of service delivery Working as a front line staff in a busy organization that has numerous customers visiting on a daily basis offers many challenges. Customers visiting such places are of different characters, whereby some will give their attendant an easy time while others will cause frustrations to their attendants. In addition, the organization may be demanding too much from the front line staffs than they can offer. The hallmark of such a situation includes the development of burnout syndrome in the front line staffs (Potter 9). Burnout syndrome is a condition that affects employees when they get physically or emotionally exhausted (Potter 10). This condition occurs mostly due to a prolonged period of stress or frustration at the work place. However, a number of factors contribute to the emergence of burnout syndrome. These factors include too much work, poor coordination, unfairness, conflicts, lack of rewards, and poor work environments. Experts say that burnout is the loss of meaning in a person’s world. Prolonged period of stress and frustration make the employee feel drained both physically and emotionally. The effects of burnout may end up burning down the entire organization if appropriate measures are not undertaken (Potter 14). Some of the negative effects associated with burnout include decreased productivity among employees, high employee turnover cost, increased absenteeism, increased cases of sicknesses, moodiness and irritability, poor social life, and increased substance abuse among employees. Common health conditions associated with the burnout syndrome include loss of appetite, poor sleep patterns, and total exhaustion. In addition to these symptoms, employees are at a high risk of getting depressed. Work environments that do not match employee capabilities, resources, and employees needs make employees be more vulnerable to burnout syndromes (Potter 23). As already mentioned, the burnout syndrome has serious negative effects to both the organization and employees. Therefore, it is prudent for any organization to come up with stringent measures that will help in prevent burnout at the work place. Before adopting any measure, the organization first conduct an employee survey in order to get employees’ opinions on working conditions, stress, health, and job satisfaction. The gathered information should help in identifying problems and stressful conditions and then later implement the appropriate measures (Potter 27). Measures that may help in preventing burnout include regular training to employees on appropriate ways to handle their clients. The other measure entails the involving employees in the decision making process within the organization. Every employee deserves respect at the work place regardless of the position held. Therefore, organizations should handle their employees with the respect they deserve in order to prevent burnout. The other significant thing concerns the working environment and it is advisable for organizations to offer their employees with the appropriate work environment. In addition, addressing employees’ problems in time helps immensely in preventing burnout syndrome. The organization should also focus on creating a balance between work and employees’ social life. A good balance between the two will give employees’ a chance to interact with each other, their employer, and family members. Finally, the organization should embrace equality at the work place as one way of preventing burnout syndrome (Potter 34). Works cited Fitzsimmons, James. Service management: operations, strategy, and information technology. New York: McGraw-Hill/Irwin, 2006. Print. Johnston, Robert & Clark, Graham. Service Operations Management: Improving Service Delivery. New York: Financial Times/Prentice Hall, 2008. Print. Potter, Beverly. Overcoming Job Burnout: How To Renew Enthusiasm For Work. New York: Ronin Publishing, 2005. Print. White, Lois & Duncan, Gena. Foundations of Adult Health Nursing. Boston: Cengage Learning, 2010. Print. Read More