Erasmus University – MSc Healthcare Management
Erasmus School of Health Policy & Management
,1 Introduction & Process Operations Management
Health Service Operations Management (HSOM):
- 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.
From 1800: moving from agriculture towards manufacturing towards service economy
Operations management
-
- Types of operations:
o Alteration
o Transportation
o Inspection
o Storage productive waiting time
- Difference between components/materials and tools:
o Tools can be used again, like a hammer, but
the materials and components like nails or something cannot be used again
Hierarchy from Operations Management perspective
,Operations Management: Process – Unit – Network
- Process/chain
o Series of operations that need to be performed
to produce a particular service
- Unit
o A department in health organization that
performs operations of the same operation time
For example, the unit of radiology
- Network
o Combination of units and chains performing
operations for services for several groups of
clients
Balance between optimizing processes and units
Q: Combining different diagnostic examinations on the same day for patients referred for hip
replacement is an example of improving:
- Unit Operations Management It is not about the whole unit of orthopedics, but only about
the process of hip replacements
- Process Operations Management
- Network Operations Management Only about one specific process/patient group
Health Service Operations Management
Services, a definition
- 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)
, A service process
- an activity or series of activities..
-
- Interactions between the customer and service employees and/or physical resources or goods
and/or systems
- In almost every step of the service process, the client/patients has to be there, it’s not like you
buying a book or a car, where you do not have to be there for the production. In service
process it is all about the interaction with the client
Characteristics of services
- Customer participation
- Simultaneous creation and use
- Heterogeneity
o The interaction creates heterogeneity, every patient will create a different interaction
due to the patient characteristics and can lead to different experiences for the
caregiver and the care receiver
- Perishable
o The service cannot be stored like a book, the service is over when the interaction is
done
- Intangible
- Non-transferrable ownership
o A service cannot be sold when delivered
The service package
- Explicit services
- Implicit services
o Like the temperature in the room, you only
notice it until it is not feeling fine
o Like feeling safe
- Facilitating goods
o A cup of thee at the hairdresser, or the
shampoo for example
o Play a minor part, adds to the experience but is
detail
- Supporting facility
o The room where the service takes place
- Information
HSOM – Methodology: problem solving cycle (Van Aken)
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