Our group presentation, "SWOT Analysis in Health Strategy," delves into the critical intersection of strategic planning and healthcare. SWOT analysis, an acronym for Strengths, Weaknesses, Opportunities, and Threats, is a powerful tool employed to assess the internal and external factors that impact an organization's or a healthcare system's performance. In this presentation, we will guide you through the systematic examination of these four elements and illustrate their application within the healthcare context. We will explore how healthcare institutions can leverage their strengths, address weaknesses, capitalize on opportunities, and mitigate potential threats to formulate effective strategies. Key Highlights: Understanding SWOT Analysis: An in-depth explanation of each component of SWOT analysis and its relevance to healthcare strategy. We will provide real-world examples to illustrate the application of this analytical tool. Case Studies: Engaging case studies will be presented, showcasing how healthcare organizations have successfully utilized SWOT analysis to enhance their strategic decision-making processes. Health Strategy Implementation: Practical insights into translating SWOT analysis findings into actionable health strategies. We will discuss the integration of SWOT findings into organizational goals and initiatives. Interactive Session: An interactive Q&A session will follow the presentation, allowing participants to explore specific applications of SWOT analysis in diverse healthcare settings. By the end of our presentation, participants will gain a comprehensive understanding of how SWOT analysis can serve as a catalyst for informed decision-making in the complex and dynamic landscape of healthcare. Join us as we unravel the potential of SWOT analysis in shaping robust health strategies and contributing to the overall improvement of healthcare delivery.

2. Strengths:
• Established Call Handling System: The hospital already has a
system in place for handling patient calls through departmental
secretaries and Patient Care Officers (PCOs).
• Data Availability: Baseline measurements provide quantitative
data on the number of calls attended, un-answered calls, and
patient satisfaction, offering a foundation for analysis.

3. Weaknesses:
• High Percentage of Pending Calls: The data from Jan-Aug
2023 indicates that 11.4% of calls remain pending during
office hours, leading to potential dissatisfaction among
patients.
• Patient Dissatisfaction: The Patient Satisfaction Survey
reveals a dissatisfaction rate of 9% among supported
patients regarding phone communication with department
secretaries, highlighting a gap in service quality.

4. Opportunities:
• Improvement in Call Handling Efficiency: Addressing the
issue of pending calls can significantly enhance the
efficiency of call handling, ensuring a higher percentage of
calls are answered promptly.
• Enhanced Patient Satisfaction: Opportunities exist to
improve the patient experience by addressing complaints
related to the clarity and responsiveness of phone
communication.

5. Threats
:
• Negative Impact on Hospital Reputation: Unanswered
calls and patient dissatisfaction can contribute to a
negative perception of the hospital's services, potentially
affecting its reputation.
• Competitive Disadvantage: Inefficient call management
may lead to a competitive disadvantage compared to
healthcare facilities with superior phone communication
systems.

6. STRATEGIES IN
ACTION
> Directional Strategies
> Implementation Strategies

7. Directional Strategies:
Implement Call Routing System:
Introduce a call routing system to direct calls efficiently to the respective
department or Patient Care Officer, reducing waiting times.
Enhance Secretary Training:
Provide additional training for department secretaries to improve call
management skills and reduce the percentage of pending calls.
Implement Call Monitoring System:
Introduce a call monitoring system to track call handling times
and identify areas for improvement in responsiveness.
Leverage Technology for Patient Queries:
Explore the implementation of a technology-driven solution (e.g., chatbots) for
handling routine patient queries, freeing up human resources for more complex
issues.

8. Implementation Strategies
Establish Performance Metrics:
Define key performance indicators (KPIs) for call handling, including percentage of
answered calls and average call waiting time.
Training Programs:
Initiate training programs for secretaries and PCOs focused on effective
communication, call handling, and problem resolution.
Feedback Mechanism:
Implement a feedback mechanism for patients to provide real-time feedback on
their phone communication experience.
Technology Integration:
Collaborate with IT departments to explore and implement technology solutions
that streamline call handling processes and improve overall efficiency.
Regular Monitoring and Evaluation:
Establish a continuous monitoring and evaluation system to track progress, identify
challenges, and make necessary adjustments to the implemented strategies.