Review Article Open Access

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

Harpreet Kaur Grang1, Moshiur Bhuiyan2, P.W.C. Prasad1, Farzana Haque2 and A. Elchouemi3
  • 1 School of Computing and Mathematics, Charles Sturt University, Sydney, Australia
  • 2 Service Consulting, Enterprise Cloud Systems, Sydney, Australia
  • 3 Colorado State University Global Campus, United States


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.

American Journal of Applied Sciences
Volume 16 No. 2, 2019, 33-42


Submitted On: 4 November 2018 Published On: 7 March 2019

How to Cite: Grang, H. K., Bhuiyan, M., Prasad, P., Haque, F. & Elchouemi, A. (2019). Service Delivery Innovation in Health Care for Patient Satisfaction at Primary and Secondary Level. American Journal of Applied Sciences, 16(2), 33-42.

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  • Hospitals
  • Emergency Department
  • Patient Flow
  • Patient Satisfaction
  • Service Delivery Innovation
  • Wait Time
  • Quality Service