Scenario
A for-profit healthcare organization is attempting to address patient satisfaction concerns based on a recent survey. Patients have indicated their dissatisfaction with the time spent in the waiting area for ED visits. You are part of the operations team tasked with developing a new service, which will allow patients to make online reservations for emergency room visits prior to arrival to the ED. The VP of Operations has asked you to assist with the proposed addition by developing a presentation that can be shown to the executive board for the new service offering. Most of the board members have extensive experience in business and are very well abreast with the role of operations management in business. Part of your task is to illuminate the parallels of operations management in business with operations management in healthcare. You have decided to use OpenTable, an organization known for its online reservation processes as your benchmark.
Instructions
The presentation should include:
A discussion on the significance of operations management in healthcare, its principles and functions and the need for competent leadership in the areas of operations management and healthcare administration in order to achieve operational goals. *Ex - Patient-centered care, quality iimprovement, resource optimization
The potential benefits and challenges of implementing e-Reservations in the healthcare setting. *Ex - What are pros and cons of electronix reservations in health care settings given the nautre of healthcare.
A strategy map.
A value proposition. *Ex - What value can I get from your service? How does your your service offering compare to your competition?
An analysis of the OpenTable success story. *Ex - What makes OpenTable a success? How can your organization replicate that success?
A proposed change simulation model (SmartArt can be used to create a flow chart to depict the proposed changes). *Ex. A Flow-CHart
A process improvement methodology (Six Sigma, Lean, etc.) discussion on how the application of the chosen methodology can reduce artificial variance, specific to the performance of key organizational leaders (i.e., healthcare administrator, operations manager). *Ex
The goal of the presentation is to convince the board of trustees the new service will improve quality and increase patient satisfaction. Students should have creative freedom to present their assignments utilizing any mode of presentation, i.e. PowerPoint, portfolio, internal memorandum, etc
Full Answer Section
- Functions:
- Capacity Planning: Managing patient flow and resource availability.
- Process Design: Optimizing care pathways and workflows.
- Quality Control: Monitoring and improving care outcomes.
- Supply Chain Management: Ensuring timely access to medical supplies.
- Leadership: Competent leadership is vital for achieving operational goals, fostering a culture of continuous improvement, and driving innovation.
- Parallels: Just as businesses optimize supply chains and customer experiences, healthcare optimizes patient flow and care delivery.
- Speaker Notes: "Operations management principles are vital to healthcare, ensuring patient-centered care, quality, and efficient resource use. Competent leadership is essential to drive these principles."
Slide 3: e-Reservations: Benefits and Challenges
- Title: e-Reservations: Transforming Emergency Care
- Benefits:
- Reduced Wait Times: Predictable arrival times minimize waiting area congestion.
- Improved Patient Satisfaction: Enhanced control and reduced anxiety.
- Enhanced Resource Planning: Better staff and resource allocation.
- Reduced ED Overcrowding: Smoother patient flow.
- Challenges:
- Triage Complexity: Ensuring appropriate prioritization of urgent cases.
- Technology Adoption: Patient and staff comfort with online systems.
- Unpredictable Emergencies: Managing walk-in emergencies alongside reservations.
- Potential for Misuse: Patients may use it for non-emergent issues.
- Speaker Notes: "e-Reservations offer significant benefits, but careful planning is needed to address potential challenges, especially in managing urgent and unpredictable cases."
Slide 4: Strategy Map
- Title: Strategy Map: e-Reservations for Enhanced Patient Satisfaction
- Visual Representation (SmartArt):
- Financial Perspective: Increased patient volume, improved resource utilization.
- Customer Perspective: Reduced wait times, enhanced patient experience.
- Internal Processes: Streamlined ED workflows, efficient resource allocation.
- Learning & Growth: Staff training on e-Reservation system, continuous process improvement.
- Speaker Notes: "This strategy map illustrates how e-Reservations will drive financial, customer, internal process, and learning & growth objectives."
Slide 5: Value Proposition
- Title: Our Value Proposition: Your Time, Our Priority
- Value:
- Predictable ED Visits: Schedule your arrival time and minimize waiting.
- Reduced Anxiety: Know when you'll be seen, reducing stress.
- Efficient Care: Streamlined process for faster treatment.
- Competitive Advantage:
- First-mover advantage in the local market.
- Enhanced patient experience compared to traditional ED visits.
- Leveraging technology for improved care delivery.
- Speaker Notes: "Our e-Reservation system offers patients the value of predictable, efficient, and less stressful emergency care, setting us apart from competitors."
Slide 6: OpenTable Success Story
- Title: Benchmarking Success: Learning from OpenTable
- Success Factors:
- User-Friendly Interface: Intuitive online platform.
- Real-Time Availability: Accurate and up-to-date information.
- Seamless Integration: Integration with restaurant systems.
- Customer Feedback: Continuous improvement based on user feedback.
- Replication:
- Develop an intuitive online platform for e-Reservations.
- Integrate with ED patient management systems.
- Collect patient feedback and continuously improve.
- Speaker Notes: "OpenTable's success lies in its user-friendly interface, real-time availability, and customer focus. We can replicate these factors in our e-Reservation system."
Slide 7: Proposed Change Simulation Model
- Title: Proposed Change Simulation: ED Patient Flow
- Flow Chart (SmartArt):
- Patient Online Reservation -> Triage Assessment (Online) -> Scheduled Arrival -> ED Triage (In-Person) -> Treatment -> Discharge.
- Walk in patient -> ED Triage (In-Person) -> Treatment -> Discharge.
- Show how the two flows merge.
- Speaker Notes: "This flowchart depicts the proposed changes to ED patient flow, integrating online reservations with traditional walk-in procedures."
Slide 8: Process Improvement Methodology: Lean Six Sigma
- Title: Enhancing Efficiency: Lean Six Sigma Approach
- Lean:
- Reduce wait times by eliminating non-value-added steps.
- Improve patient flow through optimized processes.
- Six Sigma:
- Minimize variations in triage and treatment processes.
- Reduce errors and improve accuracy.
- Application:
- Analyze current ED processes to identify bottlenecks and inefficiencies.
- Implement standardized triage protocols.
- Use data-driven decision-making to optimize resource allocation.
- Impact on Leaders:
- Healthcare Administrator: Drives a culture of continuous improvement.
- Operations Manager: Implements and monitors process improvements.
- Speaker Notes: "Lean Six Sigma will help us reduce waste, minimize variations, and improve efficiency, directly impacting the performance of key organizational leaders."
Slide 9: Conclusion: Improving Quality and Satisfaction
- Title: Conclusion: A Patient-Centric Approach
- e-Reservations will:
- Enhance patient satisfaction by reducing wait times and anxiety.
- Improve operational efficiency through better resource planning.
- Strengthen our competitive position in the market.
- Call to Action: Approve the implementation of the e-Reservation system.
- Speaker Notes: "By implementing e-Reservations, we can significantly improve patient satisfaction and operational efficiency, demonstrating our commitment to patient-centered care."
Slide 10: Q&A
- Title: Questions & Discussion
- Open the floor for questions.