All lectures (with own notes) from Health Service Operations Management ()

Contents
Lecture 1 – Health Service Operations Management - Introduction..................................................1
The lecture......................................................................................................................................2
Lecture 2 – Health Service Operations Management - Operation-Management of units................15
The lecture....................................................................................................................................16
Lecture 3 – Health Service Operations Management - Operation-Management of pathways and
chains...............................................................................................................................................30
The lecture....................................................................................................................................31
Lecture 4 – Health Service Operations Management - Variability, uncertainty & flexibility.............41
Lecture..........................................................................................................................................43
Lecture 5 – Health Service Operations Management - Theory of Constraints & Six Sigma...............50
Lecture 6 – Health Service Operations Management - LEAN management......................................62
The lecture....................................................................................................................................62
Lecture 1 – Health Service Operations Management - Introduction
Content
The purpose of this first lecture is to familiarize the students with Health Service Operations
Management (HSOM) and introduce the main concepts. After a short introduction to the course, we
will introduce Health Service Operations Management as field of research and explore the
relationship between Health Operations Management and Service Management. We will explore
definitions and application of quality dimensions in Health Services. Furthermore. we familiarize the
students with value-based healthcare.

Learning goals:
o The student can describe the development of HSOM as field of research, and is able to link it
to neighbouring fields of research.
o The student can formulate the characteristics of services as opposed to products in
manufacturing.
o The student can apply concepts from Service Management to the field of Health Services.
o The student can apply quality dimensions to health services.
o The student can explain what value-based health care is and apply the basic concepts.

Q&A Session – 04/12/2020
Process management is part of operations management (the role of research field), we distinguish
between process within organisations or between them and ..

Transportation is only physical, adopting to new patterns/ideas/rules is more alteration. We do not
transport new ideas physically.




 Right answer is A

,Example of service: for example a healthcare service as good output, with having good healthcare
professionals as input (with their knowledge), resources (like tools for surgery etc.) and regulations
(e.g. guidelines).

The lecture
Practicalities of the course
HSOM is about the analysis, design, planning and control of all the steps necessary to deliver services
to clients in healthcare. It’s about coordinating and organizing care, within different levels.

The course, starting with the first topic in this week: fundamentals of HSOM:

,The learning goals of the course




Part 1 – Research field & concepts
The course HSOM
Topics
 Background & development of the research field
 Operations Management
 Service management

Health Service Operations Management (HSOM)
The analysis, design, planning and control of all the steps necessary to deliver services to clients in
healthcare.

The field of service operations management is composed of 2 things: service and operations
management  2 books about these.




From 1800: moving from agriculture towards manufacturing towards service economy.
We can see that 200 hundred years, the majority was working like creating food for family.
Nowadays it is a service culture, so there is movement from agriculture towards factors/production,
and service industry. People need less time, effort to produce their food which makes that
manufacturing and producing foods is getting more important.

So, production, operations and service management developed quite recently.

, Health Service Operations Management
It’s also about operations management. An operation is something which transfers input to output.
Vissers and Beech, 2008




Operation – example
Making a table with certain materials, like wood, a manual on how, tools which all contribute to
making the table. Distinction between materials and tools, is that you cannot use the materials next
time (you use it for the table), however tools can be used again (like a hammer).




components Assemble a
table
materials
carpenter




Example of a service-operation?
Is service the input or the output? What kind of resources do we need and what kind of regulations?
 You could say service is more in the middle, doing the process of going from input to output
(see notes from Q&A sessions for the answer)

Different types of operations
 Alteration
We change things, e.g. changing wood in a table