Lecture 3
HSOM
Unit Operations Management
Agenda
- Unit Operations Management
o Demand
o Capacity & resources
o Performance indicators
o Planning & scheduling
- Benchmarking
Unit: process – network
- Unit: a department in a health organization that performs operations of the same
operation type
- Process: 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
Demand: expressed needs from clients (patients). Measuring and defining demand:
- Patient groups & characteristics (e.g. scheduled and unscheduled demand)
- Arrival patterns
- Arrangements with other units
Capacity: access to resources that are required for the operations of the unit.
Constellation of resources
1
, Defining and measuring capacity:
- Type of operations
- Resources and characteristics
- Available capacity
Characteristics of resources
- Dedicated and shared resources
- Specialist-time as a shared resource
- Leading and following resources
- Bottleneck resources
- Continuous (beds in a ward, ICU-beds, emergency department) or intermittently
available resources
Different types of capacity
Performance measurements
- Patient related indicators: waiting time/access time, refusals, patient satisfaction
- Provider related indicators: utilization/overtime, workload, employee satisfaction
- Utilization formula
Definitions of utilization for an OR
- Usable time: total amount of allocated OR time per day (= block time).
2
HSOM
Unit Operations Management
Agenda
- Unit Operations Management
o Demand
o Capacity & resources
o Performance indicators
o Planning & scheduling
- Benchmarking
Unit: process – network
- Unit: a department in a health organization that performs operations of the same
operation type
- Process: 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
Demand: expressed needs from clients (patients). Measuring and defining demand:
- Patient groups & characteristics (e.g. scheduled and unscheduled demand)
- Arrival patterns
- Arrangements with other units
Capacity: access to resources that are required for the operations of the unit.
Constellation of resources
1
, Defining and measuring capacity:
- Type of operations
- Resources and characteristics
- Available capacity
Characteristics of resources
- Dedicated and shared resources
- Specialist-time as a shared resource
- Leading and following resources
- Bottleneck resources
- Continuous (beds in a ward, ICU-beds, emergency department) or intermittently
available resources
Different types of capacity
Performance measurements
- Patient related indicators: waiting time/access time, refusals, patient satisfaction
- Provider related indicators: utilization/overtime, workload, employee satisfaction
- Utilization formula
Definitions of utilization for an OR
- Usable time: total amount of allocated OR time per day (= block time).
2
