Essays on Operations Management Case Studies Case Study

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Dubai Creek General HospitalQuestion 1: Why is it important to get the patient's assessment of healthcare quality? Does a patient have the expertise to judge the healthcare he or she receives? The patient’s assessment of health care quality make take on a varying perspective differing from patient to patient and then too there is nothing wrong or right in how a patient assesses healthcare quality he or she receives. This assessment might differ from the patient himself or herself, his or her family, the community, the provider of the service etc. The patient’s expertise of judging the quality does not come from holding any degree or certification whatsoever.

As it is said beauty lies in the eyes of the beholder and that the customer is the king. Therefore, a person under treatment i. e. the patient receiving services has a better idea of what is being offered and this determines whether the person would subsequently visit or not. Question 2: How might a hospital measure quality? There are multiple dimensions for quality assurance of a health care service. The effectiveness of health care, the degree to which desired results are achieved, the technical performance i. e.

compliance of standards carried out by health workers and facilities. The efficiency of service delivery, the safe and the secure environment, here it can refer to prevention of injuries, infection and other side effects. Since the hospital and health care is a pure service and all the characteristics of service purely fit into the application when evaluating the quality – the inseparability of the worker with the product requires the best interpersonal relationship building, trust, loyalty, courteousness, responsiveness and agility and effective communication between the patient and the health care service provider – nurse, doctor, surgeon or any other support staff.

Since a patient builds up trust in the provider therefore another dimension of quality is the continuity of the service by the same health care provider throughout the course of the treatment. For hospitals and even for walk in clinics the ambiance and the environment, the physical infrastructure, its cleanliness and hygienic condition all help in creating the impression. Question 3: Using the 14 steps in Boeing’s Quality Audit, Table 1, discuss how each might apply to DCGH. Quality to the customer: As earlier mentioned there is no right or wrong in any definition of quality.

Internally within the organization conformance to technical performance, certifications and standards, the following of standard operating procedures etc. is a quality aspect. And yes, the quality is obviously compared with that of the competitors. Preferring a hospital over another, a doctor over another is required to find out how the competitor takes over the customers. Quality costs: To an extent the board has identified areas of quality but its focus is more on the internal perception of quality whereas, the external costs are very much ignored by far.

And no area for potential cost savings is identified yet. Design review: In the health care services industry, standard operating procedures, checklists for doctors and nurses should be present. Tasks carried out by health workers and facilities do they meet technical expectations of quality. Product qualifications: This has an important application for the health care services company; all drugs, equipments, apparatus coming in has to be tested at each an every level; proper systems designs for the audit and pre qualification of the vendors. Product liability: Since the service is offered, therefore any treatment, medication suggested has to be written down since in case the doctor or the support staff attending is not present at the required time and is replaced by another knows the person’s pre – treatment, treatment history, so that in cases of any emergency or need the problem can be handled well. Process capability: Capability of the process can be judged by the capability and the capacity of the staff – doctors, health care administrators, the support staff.

Their interactive nature and confidence building among patients is a reflection of process capability among the patients. Incoming inspection: Any drugs, instruments bought or the material purchased requires proper documentation for control and usage for the administrative purposes – this helps in not resulting in shortages when the situation so deems and no superfluous usage too. Supplier quality: For vendors delivering to the hospital should be aware of their ethical and moral responsibility of supplying the right quality product and not compromising on nay deliverables.

Regular supplier audits on their and own premises should be conducted. Process control: Systematic procedure like when a customer is checked in, blood pressure, sugar level, heart beat – basic elements of person’s health are noted and at regular interval to see if the treatment has resulted in normal controls of the patients and to note to prevent any damage that might occur. Inspection and test planning: Even major equipments such as machines, stethoscopes, blood pressure instruments, sugar testing devices, thermometer etc. should be tested and calibrated properly. Quality performance indicators: As discussed in the earlier question, what and how quality performance indicators are important. Employee involvement program: Support staff, doctors, nurses all become an active participant in the provision of service therefore these should be actively involved in the process.

So that patients develop their trust and loyalty and can make any complains or share problems with them on a comfortable level. Multifunctional quality improvement team: Quality should not be limited to patients room, but services at the reception, the support staff, cleanliness, hygienic conditions, pure and clean water and food, and even provision of comfort for the patient’s attendance is highly desired. Quality business plan: Since high quality health care is an essential component and saving a human life or valuing a human life is another target.

And, issues of performance and quality in the delivery of health services are critical to assessing the effectiveness of different health care providers and to evaluating different health policies. However, policymakers and care providers have not had adequate measures of quality available because of the inherent problems in gathering timely and relevant data, the fact that medical care has so many dimensions, and because so many factors aside from provider quality affect patient outcomes.

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