Lecture notes
Summary Lectures Health Service Operations Management HCM
- Module
- Institution
Summary Lectures 1 to 7 Health Service Operations Management
[Show more]
1 review
By: rt123 • 4 year ago
Seller
Follow
hef2020
Reviews received
Content preview
Health Service Operations ManagementLecture 1: Research field & concepts
Health Service Operations Management (HSOM): the analysis, design, planning and control
Input: patient
Resources:
- Shared resources (different departments)
- Dedicated resources (specialized department)
- Staff, healthcare professionals input operation output
Regulations: guidelines with added value
(Vissers & Beech, 2008)
When a surgeon has a high volume, the surgeon has a lot of
experience. These people don’t need manuals or guidelines
anymore. High volumes contribute to trust.
Types of operations: components Assemble a
materials table
- Alteration
carpenter
- Transportation
- Inspection
- Storage
o We don’t use this concept in healthcare, you can’t store a patient. This leads to
waiting. When there is a low demand, professionals are waiting. Either the patient is
waiting or the professional is waiting.
o Storage vs. waiting
Two buffers to cope with variability:
- Time buffer: we can have patients or professionals waiting
- Capacity buffer: when there is peak demand, we can bring in new capacity
Everyone is focused on short length of stay. Is this because of variation (complex patients that need
to stay 25 days) or is this the effect of poor organisation? If you don’t arrange follow up care, there
will be patients unnecessary in the hospital. The same will happen when there is no capacity.
Hierarchy from Operations Management perspective
A process resembles
the patient journey.
Short process with high predictability: knee operation, getting a flu shot (standardized care)
Long process with low predictability: organ transplantation, chemotherapy, mental health treatment
,Unit: a department in a health organisation that performs operations of the same operation type.
Process/chain: series of operations that need to be performed to produce a particular service.
Network: combination of units and chains performing operations for services for several groups of
clients.
Chain logistics approach: on a service level what is the quality delivered?
Service Management
From 1800: moving from agriculture towards manufacturing towards service economy.
Industrial revolution Production management Operations management Service Operations
management
Service: a service is an activity or series of activities of more or less intangible nature that normally,
but not necessarily takes place in interactions between the customer and service employees and/or
physical resources or goods and/or systems of the service provider, which are provided as solutions
to customer problems.
(Gronroos, 1990)
Characteristics of services:
- Customer participation:
o Shared decision-making, patient centred care
o The patient knows the whole patient journey
- Simultaneous creation and use of services
o While the service is created, it is used by customers
- Perishable
- Intangible
- Heterogeneity
- Non-transferrable ownership
o Transferrable ownership: it is not ownership anymore, it is a service. You use the
service and it is transferrable.
On demand services e.g. Netflix.
, (Van der Burg, Ahaus et al., 2019)
The service package
(Fitzsimmons et al., 2014)
Service experience: you have expectations and you
experience the service. You have perceptions on the
experience.
Explicit services: e.g. pain control
Implicit services: e.g. the trust you have in the
doctor
Supporting facility: the building (e.g. hospital), the
equipment
Information: important in order to have the service
experience (e.g. electronic health record)
Facilitating goods: the supplies that you need
If something is wrong in the supporting facility, the
service experience will be influenced. If the information is not up-to-date, the service experience will
be affected.
Service Value & Quality
Classic Value Chain (Porter)
Value is delivered by units. Goods are purchased, there are operations, the product is distributed, it
is sold. Value is outcomes vs. costs.
Health Services Value
Clinical outcomes e.g. no rejecting of the transplant
Functional outcome e.g. is the patient fatigue? Is the patient suffering from itching?
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller hef2020. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for £9.93. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
72841 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy revision notes and other study material for 14 years now