100% satisfaction guarantee Immediately available after payment Both online and in PDF No strings attached
logo-home
College aantekeningen Health Service Operations Management (HSOM) $6.51   Add to cart

Class notes

College aantekeningen Health Service Operations Management (HSOM)

 2 views  0 purchase
  • Course
  • Institution
  • Book

College notes on the subject of health service operations management (HSOM) at Erasmus University Rotterdam, part of the Health Care Management master program

Preview 3 out of 28  pages

  • July 10, 2023
  • 28
  • 2022/2023
  • Class notes
  • Sylvia elkhuizen
  • All classes
avatar-seller
Health Service Operations Management



Lecture 1: Fundamentals of HSOM: process OM

Health Service Operations Management: analysis, design, planning and control of all the
steps necessary to provide services for patients in such a way that their needs are met, that
service standards are met and resources are used efficiently.

Previously, almost everybody was active in agriculture. From the industrial revolution, there
was room for manufacturing and efficiency and a service economy came up.

Operations management: changing input to output. In order to do so, you need some
resources and regulations. Types of operations:
- Alteration
- Transportation
- Inspection
- Storage (manufacturing) → productive waiting time (then a type of operation)




Output of one operation could be used as input for the next one. Hierarchy from an
operations management perspective:




Care pathway: complex intervention for the mutual decision making and organization of
care processes for a well-defined group of patients during a well-defined period of time.
A care pathway is always a process, but not the other way around. Aims of a care pathway
are: improving quality and safety of care, patient outcomes, satisfaction, coordinating care
and optimizing capacity utilization.


1

, Health Service Operations Management



Process: series of operations that need to be performed to produce a particular service.
Optimizing a process may not be optimal for the unit (e.g. waiting times).
Chain: series of operations crossing the boundaries of providers.
Unit: a department in a health organization that performs operations of the same type.
Optimizing the unit is not always good for the network.
Network: combination of units and chains performing operations for services for several
groups of clients.




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.

A service process is an activity or series of activities… interactions between the customer
and service employees and/ or physical resources or goods and/ or systems.




Characteristics of services:
- Customer participation
- Simultaneous creation and use
- Heterogeneity
- Perishable
- Intangible
- Non-transferable ownership

The service package:




2

, Health Service Operations Management



Explicit service: you can see or feel it (e.g. colour your hair at the hairdresser).
Implicit service: you can’t really see it or feel it (e.g. the temperature in a room).
Facilitating goods: not part of the actual service but an extra service, not the main part of
the service but adds to the experience. (e.g. cup of coffee at the hairdresser).
Supporting facility: the room or place where the service is delivered.
Methodology: problem solving cycle:




Classical Value Chain (Porter)




In the 1980’s: Supply Chain




Management of patient care processes and chains, as well as the required resources and
corresponding patient flows, in and between organizations.


3

The benefits of buying summaries with Stuvia:

Guaranteed quality through customer reviews

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

Quick and easy check-out

You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.

Focus on what matters

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 fleurvanderworp. Stuvia facilitates payment to the seller.

Will I be stuck with a subscription?

No, you only buy these notes for $6.51. You're not tied to anything after your purchase.

Can Stuvia be trusted?

4.6 stars on Google & Trustpilot (+1000 reviews)

81989 documents were sold in the last 30 days

Founded in 2010, the go-to place to buy study notes for 14 years now

Start selling
$6.51
  • (0)
  Add to cart