ISS / IRS 2012
GROUP PROJECT PROPOSAL
GROUP PROJECT PROPOSAL
- Discuss with your mentor the planning and implementation issues of your project before completing this form.
- Submit the completed form to your mentor, teacher-advisor, and School-coordinator by 15 Jan 2012.
STUDENT NAME (S)
AIN NUHA BTE HAZLAN, LIEW YEE THENG, TAN EK HERN |
SCHOOL/TEAM
SCHOOL OF SCIENCE AND TECHNOLOGY, SINGAPORE |
MENTOR
SHIREEN D/O KADERUPPAN |
PROGRAMME/INSTITUTION
INVESTIGATIVE STUDIES IN SCIENCE |
TITLE OF PROJECT
An investigation of The Quality of Customer Service Provided To Patients at Tan Tock Seng Hospital.
CATEGORY
(Tick appropriate category)
Chemistry Biochemistry Botany Microbiology Zoology
Environmental Science
√ Medicine & Health
DNA Science
Space Science
√ Medicine & Health
DNA Science
Space Science
Computer Science
Physics Mathematics
Engineering: (Specify
which area of engineering) Others: -
Physics Mathematics
Engineering: (Specify
which area of engineering) Others: -
PURPOSE OF RESEARCH
Aim(s) of research
To determine the quality of customer service offered at Tan Tock Seng Hospital . Subject(s) of study Patients and staff. |
RELEVANCY OF RESEARCH
1. Why is your research important? The research is important to enable the staff from Tan Tock Seng Hospital to evaluate and improve on the quality of their existing customer service. 2. How does it contribute to the existing body of knowledge? People talk about this subject a lot but nothing has been done to determine the concrete reasons underlying the different feedback offered on Tan Tock Seng’s quality of customer service. 3. How does your research contribute to/impact the society of community? If Tan Tock Seng Hospital uses the research information to improve on the quality of its existing customer service, patients can have greater confidence in its medical services and will feel encouraged to patronise the hospital. |
SCOPE OF RESEARCH
Scope Our surveyees and interviewees are the staff of different rankings and the patients in Tan Tock Seng Hospital. We will be giving them the survey/interview questions to answer and collect information on the different points of view. Bounds
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LITERATURE REVIEW
1. What are the current research available/ you have come across? There are certain researches that we came across saying that Tan Tock Seng Hospital’s customer service is positive. In the hospital’s website (M.P. & P.C.H.), it states that there was a total of 438 Tan Tock Seng Hospital staff members were awarded the Healthcare Humanity Award. The award are for staffs that are recognized in delivering good customer service. This shows that the staff of Tan Tock Hospital are aware of the importance of treating their patients and customers well. On the other hand, someone had conclude on a forum that the medical treatment from the hospital was terrible. His/her father was diagnosed with pneumonia and |
that patients with pneumonia should be fully recovered before being discharged whereas his/ her father was discharged before he had recover. We are aware that the credibility of his/her comment can be depended on and that there is a slightly biased side of his/her comment.
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METHODOLOGY Procedures
We will compile and categorise the raw data collected from the surveys and interviews. We will then classify them according to the types of replies and then compare the results we have collected. We will then form our conclusion based on the data we have collected. |
DESIRED OUTCOMES/SKILL ACQUISITION
1. ICT skills We will be using our IT skills to categorise our the data collected from surveys and interviews with the IT applications such as MindNode - Is MindNode a suitable application for categorising research data?. We will also be using Internet research skills to search for information efficiently. Lastly, we will use certain platforms such as “Skype” to interact with one other for online discussions. 2. Applied Learning skills We will be coming up with the essential interview questions with our applied learning skills, that is “Critical Thinking” to generate and then assess questions that are strategic and understandable for the patients and staff. 3. 21st century skills (problem solving, leadership skills) With our problem solving skills, we can apply it to certain situations such as when the patients may not understand or speak english. We have to think of a way to interact with them so that |
they can be interviewed. We can also apply our leadership skills in situations when there will be an argument or a disagreement in our group by settling it and giving out instructions so that our group will get on task.
4. The Scientific Method (research process) For this research , we used the scientific method by firstly coming up with a hypothesis, then we conduct our research which is the same as conducting an experiment for science. Afterwards, we form a conclusion based on our observations. 5. Inter-disciplinary Research (combining certain subjects, social science) For this research, we will be combining medicine science and social science. We will look into the medicinal facilities of the Tan Tock Seng Hospital offers and also on how the staff and patients treat each other. |
Bibliography
What is TTSH doing? (n.d.). Retrieved fromhttp://www.sgforums.com/forums/8/topics/364457 Melissa Pang (M.P.) & Poon Chian Hui. (P.C.H.) (15 April 2011). Retrieved fromhttps:// www.ttsh.com.sg/about-us/newsroom/news/article.aspx?id=2033 |
PROPOSED TIMELINE
Using the template provided, think through and discuss with your mentor the planning and implementation issues of your project in creating a reasonable timeline to guide the progress and completion of your project. Provide sufficient time for the various phases of your research, e.g. literature review, experimentation, review, writing of research paper, presentation preparation. Take into consideration your school commitments.
Phase
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Task
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Date/Duration
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1
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Group Project Proposal
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Term 3 week 10
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2
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Making of Video Presentation
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Term 3 week 11 - June Holidays
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3
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Video Presentation regarding our Group Proposal
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Term 4 week 2
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