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Workgroups of HSOM (2020-2021)
Workgroup 1 (08/12/2020)
Objective: The purpose of this working group is to familiarize students with the concepts of service
quality and value-based healthcare delivery. In the working group we will analyse materials on the
famous Martini Klinik through the lens of the service gap model and the lens of value-based
healthcare delivery.
Preparation at home
Video
Special institute about prostate-cancer. All professionals paid equally, decide together, they fill the
gaps of knowledge in different areas their motivation to take on long-term projects is higher. Also
intellectual stimulation.
Outcome measurement as basis of improvements; it’s thrilling to know the results and see how you
improve. Collect: contingency rates, and patient reported outcome measures taken by
standardized criteria so you can compare the results.
In class
Part 1a
Analyse the materials of the Martini Klinik through the lens of the Service Gap Model. What have
they done in each of the gaps in this model to tailor the health service delivery to good service
quality?
Gap 1:
The clinic uses PROMs to understand the patient
Gap 2:
An example is that management of perceptions could be they decide something to do (we aspire that
80% of the people will be discharged) and then the service standard might not comply. Management
perceptions of customer perceptions and what the service standard are in terms of how they are
executing the gap. However, this is not about the performance done.
Gap 3:
Benchmarking: every six months, faculty members receive their individual outcomes, as well as those
of their colleagues. Reports include basic information such as case volume per surgeon, patients’
average age and tumour stage.
Gap 4:
, How could it help? They did it with the dataplatfrom (sent yearly PROMs etc.) use that
information to see whether particular approaches have ended up with more satisfaction, what the
functional status can help to close that gap.
Their known as the best performing that is not the activity to close they gap, but more the result
of it. What activities can help to spread the knowledge and which gap does it fill?
With benchmarking en compare them with other hospitals; patients know it. It depends on
how you use benchmarking; for what do you use it?
Gap 5:
Can you use both gaps with PROMs?
Gap 5 evaluated all the PROMs, so you could manage the expectations with the perceptions.
Benchmarkers have different indicators, you can use benchmarkers on the PROMs.
It depends on what you do with the PROM’s to decide which gap they fill
As benchmarking it is more to fill the conformance gap
To understand the patient more to gap 1
All gaps:
1. PROMs data to understand survey activity.
2. IPU’s purpose is to have a comprehensive view, everybody is working together. It is
specialised on prostate cancer, this could be an aspect of service design to focus on. You can
formulate different service standards. With higher volume of patient is can also change
3. Benchmarking
4. Data-platform to publish the outcomes
5. It’s kind of combination of the other gaps, how you implement it which we lead to a good
satisfaction a collective issue. When do we have a gap here? you could have some
expectations but after practice you were disappointed; THINK LIKE THAT! IF there is a
mismatch here it is accumulated in the gaps inbetween. It can also be positive: the
perceptions are even better than expectation.
Multidisciplinary meeting
An activity: the meeting, working they’re a long is an consequence.
Teams can be part of the service design; we organise the care in that way.
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