Programme BSc Business Management
Module name CIR ( Contemporary Issue and Research)
QAA Level Level 6
Schedule Term Summer term 2015
Student Reference Number (SRN) 1045555
Report/Assignment Title Research Proposal
Date of Submission
(Please attach the confirmation of any extension received) 18/08/2015

Declaration of Original Work:
I hereby declare that I have read and understood BPP’s regulations on plagiarism and that this is my original work, researched, undertaken, completed and submitted in accordance with the requirements of BPP Business School.
The word count, excluding contents table, bibliography and appendices, is 1980 words.
Student Reference Number:1045555 Date: 18/08/2015
By submitting this coursework you agree to all rules and regulations of BPP regarding assessments and awards for programmes. Please note, submission is your declaration you are fit to sit.
BPP University reserves the right to use all submitted work for educational purposes and may request that work be published for a wider audience.
BPP Business School

Administration Services provided at the General Practitioners (NHS England)
Since the year 1948, the NHS (National Health Service) has managed to develop in becoming the largest publicly funded health service in the world. The idea of establishing the NHS was based on providing a better health care and a comprehensive service throughout the country. It was launched on July 5th 1948 by the minister of health, Aneurin Bevan. The NHS underlined 3 of its core values/principles on which they had set their focus to help it develop, it has managed to maintain and develop itself for over more than 60 years based on these three core principles:

 It should meet the needs and requirements of everyone
 Treatments should be free of charge when provided
 Level of treatment based on medical need not on the ability to afford

Brief Background
The reason this topic has been chosen is because, over time, the GP clinics have been criticised for poor customer service despite being funded by general taxation.
Out of all the issues, the prime issue that patients face is when it comes to booking an appointment with their local GP’s (general practitioners), regardless if it is a regular check-up or even something serious yet to be diagnosed. It can take up to 18 weeks for patients to get their treatment started. According to the Department of Health, compared to 2010, in April 2011, there were 2,837 more people who had to wait for longer than 126 days in order to get treated.
Due to having delays in appointments and not getting treatments started on time, patients tend to switch to private hospitals. However, this solves the problem only for those who can afford private health care or perhaps have their health insured. It still is considered as a concern for those who are financially weak and can only rely on the NHS.
With the help of this research, bearing in mind that the NHS is being funded by the government based on a yearly budget, why is the customer service yet inefficient when it is providing health services on a national level?

Research Purpose and Objectives
The purpose of this study is to examine the quality of customer service provided by local GP’s clinic. Particularly speaking of administration management in this context, explicitly excluding the medical treatment processes itself, undergoing diagnosis, advanced technology used for treatment and more.

The objectives of this research is to identify the key areas as to why management fails in facilitating patients in a structured and efficient procedure before and after treatment.
To address and improve areas where there is a gap that leads to inefficiency, despite all staff is highly trained and are less vulnerable to change.

Literature Review
Quality health care services have always been a challenging task to be provided by all Western democracies (John et al...1998). In the developing and developed economies, health care market has considerably become one of the faster growing service market influenced by factors such as, aging population, growing expectations from patients, innovative treatments, increasing completion in the health sector and innovative technologies. (Andaleeb, 1998, 2001; O’Conner et al., 2000; Keynote, 2005: World Health Organization (WHO, 2008).

The NHS operates facilitating throughout the UK, providing reasonably all sort of health services through local GPs. (John et al...1998). According to the article, it is assessed that in England in one year’s period of time, there are about 300 million appointments made and attended with local GPs. (KeyNote, 2005).

Due to changes in consumer-driven policy in the healthcare sector and