Strategic Healthcare Service Management

2019 ◽  
pp. 1217-1235
Author(s):  
Bhagyashri Subhash Sangamnere ◽  
Kalyani Srinivas C
Keyword(s):  
Healthcare Service ◽  
Service Sector ◽  
Service Management ◽  
Service Industry ◽  
Healthcare Services ◽  
Government Support ◽  
Improve Quality ◽  
Perceived Satisfaction ◽  
Increasing Demand ◽  
Optimum Cost

Healthcare is a service industry and it consists of health organizations (hospitals, clinics etc.), people (patients, doctors and nurses) and health technologies. Healthcare organizations are complex in nature and need to improve quality while maintaining optimum cost. Patient is final consumer of health services and he is the customer hence healthcare service quality is nothing but perceived satisfaction by patient. Prevalent trends in healthcare industry such as emerging healthcare technology, increasing demand, changing disease patterns and growing government support are contributing to a need to achieve efficiency and set benchmarks by overcoming challenges in healthcare service sector being underserved and under-consumed. There is a scope to improve quality and efficiency using various strategies like adopting advanced technologies and positioning in order to achieve delight in delivery of healthcare services. Major healthcare players are adopting unique strategies irrespective of their diverse geographical presence and range of services from single specialty, super-specialty or multispecialty to deliver healthcare services efficiently.

Strategic Healthcare Service Management

2017 ◽  
pp. 280-303
Author(s):  
Bhagyashri Subhash Sangamnere ◽  
Kalyani Srinivas C
Keyword(s):  
Healthcare Service ◽  
Service Sector ◽  
Service Management ◽  
Service Industry ◽  
Healthcare Services ◽  
Government Support ◽  
Improve Quality ◽  
Perceived Satisfaction ◽  
Increasing Demand ◽  
Optimum Cost

Healthcare is a service industry and it consists of health organizations (hospitals, clinics etc.), people (patients, doctors and nurses) and health technologies. Healthcare organizations are complex in nature and need to improve quality while maintaining optimum cost. Patient is final consumer of health services and he is the customer hence healthcare service quality is nothing but perceived satisfaction by patient. Prevalent trends in healthcare industry such as emerging healthcare technology, increasing demand, changing disease patterns and growing government support are contributing to a need to achieve efficiency and set benchmarks by overcoming challenges in healthcare service sector being underserved and under-consumed. There is a scope to improve quality and efficiency using various strategies like adopting advanced technologies and positioning in order to achieve delight in delivery of healthcare services. Major healthcare players are adopting unique strategies irrespective of their diverse geographical presence and range of services from single specialty, super-specialty or multispecialty to deliver healthcare services efficiently.

Strategic Healthcare Service Management

2019 ◽  
pp. 119-138
Author(s):  
Bhagyashri Subhash Sangamnere ◽  
Kalyani Srinivas C
Keyword(s):  
Healthcare Service ◽  
Service Sector ◽  
Service Management ◽  
Service Industry ◽  
Healthcare Services ◽  
Government Support ◽  
Improve Quality ◽  
Perceived Satisfaction ◽  
Increasing Demand ◽  
Optimum Cost

Healthcare is a service industry and it consists of health organizations (hospitals, clinics etc.), people (patients, doctors and nurses) and health technologies. Healthcare organizations are complex in nature and need to improve quality while maintaining optimum cost. Patient is final consumer of health services and he is the customer hence healthcare service quality is nothing but perceived satisfaction by patient. Prevalent trends in healthcare industry such as emerging healthcare technology, increasing demand, changing disease patterns and growing government support are contributing to a need to achieve efficiency and set benchmarks by overcoming challenges in healthcare service sector being underserved and under-consumed. There is a scope to improve quality and efficiency using various strategies like adopting advanced technologies and positioning in order to achieve delight in delivery of healthcare services. Major healthcare players are adopting unique strategies irrespective of their diverse geographical presence and range of services from single specialty, super-specialty or multispecialty to deliver healthcare services efficiently.

scholarly journals Elicitation of Hidden Expectations of Customers in Healthcare Service

2021 ◽  
Vol 6 (4) ◽  
pp. 21-25
Author(s):  
Nandini K ◽  
Dr. A. C. Lokesh
Keyword(s):  
Customer Satisfaction ◽  
Healthcare Service ◽  
Service Sector ◽  
Short Communication ◽  
Healthcare Services ◽  
Improve Quality ◽  
Customer Feedback ◽  
Diagnostic Center ◽  
The Right

In healthcare service, the customer feedback is often incomplete unless the unexpressed expectations are captured at the right time. These latent feelings and opinions are the ‘hidden expectations’ which are the quality indicators of the service offered. This short communication paper describes a couple of techniques for elicitation of hidden expectations of customers in the context of healthcare services. As an illustration, the paper depicts the application of these techniques for identification and prioritization of hidden expectations at a diagnostic center. Any organization in healthcare service sector could employ these techniques quickly and conveniently to improve quality of service thereby enhancing customer satisfaction. Keywords: Elicitation, Customer satisfaction, Hidden expectation, MoSCoW, Healthcare.

Indian Healthcare Service Management Through Data Mining

2018 ◽  
pp. 219-233 ◽  
Author(s):  
Manaswini Pradhan
Keyword(s):  
Data Mining ◽  
Genetic Algorithm ◽  
Rural Areas ◽  
Questionnaire Survey ◽  
Healthcare Service ◽  
Service Management ◽  
Healthcare Services ◽  
Hospital Data

The main intention of our method is to provide better Healthcare services over the rural areas in terms of prediction of the chief hospitals with required basic facilities around that particular area. Accordingly, a Questionnaire survey is made for collecting the relevant hospital data around the Odisha region. Then, the concept of data mining is utilized in order to extract the data from the Questionnaire. Further, Incremental Spanning algorithm is introduced here for the mining of data from the Questionnaire. In the Questionnaire, appropriate score values were assigned for each category based on the requirement. Moreover, the hospital satisfying all the required components within the Questionnaire have to be determined for predicting the better hospitals. The Genetic Algorithm is introduced so as to determine the maximum of the score values obtaining for the input hospital data. Finally, the ranking of first five supreme hospitals is determined around the Odisha region.

scholarly journals Appraisal of Health Maintenance Organisations’ Performance in the Nigerian Healthcare Service Sector

2019 ◽  
Vol 2019 ◽  
pp. 1-6
Author(s):  
James O. Akinbode ◽  
Eniola A. Sokefun ◽  
Muideen O. Aremu
Keyword(s):  
Service Delivery ◽  
Healthcare Service ◽  
Service Sector ◽  
Survey Design ◽  
Quality Of Healthcare ◽  
Healthcare Services ◽  
Health Maintenance ◽  
World Class ◽  
Level Of Significance

The quality of healthcare service delivery under the existing health maintenance organisations (HMOs) in Nigeria has been a major concern to enrollees who have contested the value received from their respective HMO accredited hospitals under the program. This paper appraised health maintenance organisations’ performance in the Nigerian healthcare service sector capturing enrollees’ experience on the issues of access, responsiveness, and quality of healthcare service choice to measure the success or failure of the program since inception. The study adopted survey design with three hundred forty enrollees of ten leading HMOs in Nigeria that operate in different parts of Lagos Metropolis. Data collected were analysed with relevant descriptive and inferential statistics while hypotheses tested were at 0.05 level of significance. Findings revealed that HMO accredited hospitals have not ensured adequate access of enrollees to healthcare services, their responsiveness to enrollees’ healthcare requests have not been impressive, and quality of healthcare services to enrollees have also not been excellent. Based on the findings, the study recommends that HMOs and government should improve on monitoring the quality of healthcare service delivery at their accredited hospitals and concluded that the performance of the HMOs in the area of healthcare service delivery is not world class when it comes to access, responsiveness, and quality of service delivery.

scholarly journals Total Quality Management & Service Sector

2013 ◽  
Vol 6 (3) ◽  
pp. 880-884
Author(s):  
Afnan Atiah Alsolamy ◽  
Khulood Salem Albeladi ◽  
Syed Hamid Hasan
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Service Sector ◽  
Service Industry ◽  
Living Standard ◽  
Management Service ◽  
Quality Service ◽  
Total Quality ◽  
Increasing Demand

The following paper highlights the domination of quality service and adaptation of Total Quality Management in the service Industry. It tries to explain that along with the increasing awareness in the society in respect to culture, education and the living standard, there is an increasing demand for quality service. It is one of the factors that is forcing the service industry to adopt TQM (total quality management) as the measures to improving quality of service. It has been observed that TQM is being accepted increasingly in the last decade by the service sector which clearly signifies that service quality is treated as a crucial factor for survival, Success & growth by the companies. This has led to an increased interest in service quality recently, and TQM concepts increasingly being applied in literature for service sector

Applying importance‐performance analysis to assess service delivery performance

2008 ◽  
Vol 3 (2) ◽  
pp. 144-162 ◽  
Author(s):  
Evangelos Tsoukatos
Keyword(s):  
Decision Making ◽  
Performance Analysis ◽  
Service Delivery ◽  
Service Sector ◽  
Service Management ◽  
Gap Analysis ◽  
Service Industry ◽  
Future Research ◽  
Managerial Decision ◽  
Content Type

PurposeThe purpose of this study is to demonstrate the potential of importance‐performance (IP) analysis as a decision‐making tool for service management, employing IP analysis to assess the performance of Greek insurance in delivering quality services.Design/methodology/approachData were collected in a two‐stage survey. In both stages, respondents were asked to provide importance and performance scores, in identical seven‐point Likert scales, for the 25 service attributes identified for Greek insurance. In order to qualify for the sample, individuals had to be over the age of 25 and have at least one insurance policy and one service encounter with their insurers within the previous three months. The two methodological streams of IP analysis, “gap analysis” and IP maps, were employed to analyse the data.FindingsThe value of importance‐performance analysis as a tool for managerial decision making in services was reaffirmed. Contrary to previous findings on insurers' reluctance to respond to their customers' quality requests, Greek insurance was found to have adequate reflexes in this respect. In stage one, the dimensions Responsiveness and Assurance were positioned in the “keep up the good work”, Reliability in the “concentrate”, Empathy in the “low priority” and Tangibles in the “possible overkill” quadrants of the importance‐performance map. In stage two, the industry was found to have taken actions towards keeping‐up with its customers' requirements.Research limitations/implicationsThe main limitations of this study are that it was based on a single service industry and that convenience sampling was used. However, its methodology and results are valid for various industries in the service sector and provide a solid basis for future research.Originality/valueService managers can exploit the approach taken by this study to improve service management. Greek insurers have to keep considering the needs and wants of their customers regarding service delivery.

scholarly journals ФАКТОРИ ІННОВАЦІЙНОГО РОЗВИТКУ ПІДПРИЄМСТВ СФЕРИ ПОСЛУГ

2019 ◽  
Vol 129 (6) ◽  
pp. 95-100
Author(s):  
Наталія Валеріївна Кулак
Keyword(s):  
Service Sector ◽  
Service Industry ◽  
Service Industries ◽  
Government Support ◽  
Positive Development ◽  
High Tech ◽  
Innovative Development ◽  
Highly Qualified ◽  
Work Arrangements ◽  
Characteristic Features

The paper provides insights into the current state and major business trends in the service industries sector, along with interpreting the concepts of "a service" and "service industry". The definition of "innovative development of enterprises in the service sector" has been amended, viewed as a systemic process of innovation implementation by applying new methods and updated realms of the enterprise potential realization through the novel technological advancements and tools to enhance the enterprise competitiveness in a rapidly changing external environment. An emphasis is made that modern Ukrainian service industries market demonstrates positive development trends. It is argued that the characteristic features of the domestic service sector are further growth of high-tech services, the availability of unused capacity, investment attractiveness of domestic businesses to foreign capital, the focus towards innovative forms of work arrangements within service industries. The findings revealed the factors that contribute to the processes of evolution of the services sector which are the integrated use of knowledge and methods to implement the innovations to meet the customers’ needs; the introduction of innovative development strategies consistent with terms and conditions for each particular enterprise; the use of investment resources; the availability of government support; the creation of a competitive environment; attracting highly qualified professionals.

A Study on Determinants of Share Prices of Service Sector Companies

2013 ◽  
Vol 3 (2) ◽  
Author(s):  
Naresh Kedia
Keyword(s):  
Institutional Investors ◽  
Service Sector ◽  
Service Industry ◽  
Share Prices ◽  
Maximum Contribution

Service industry has maximum contribution to the GDP of India. The share prices of this sector have a significant impact on both retail and institutional investors. This study significantly shows the determinants of share prices of companies representing service industry. The objective of the study is to find relationship between different factors, effecting share prices (specifically in service sector). Determinants taken are EPS, DVS, P/E Ratio etc.

Health Care Services and EU Competition Law

2020 ◽  
Author(s):  
Okeoghene Odudu
Keyword(s):  
Market Power ◽  
Healthcare Service ◽  
Health Care Services ◽  
Service Providers ◽  
Competition Law ◽  
Healthcare Services ◽  
System Matrix ◽  
Member States ◽  
Eu Member States ◽  
Care Services

This chapter investigates how, within a number of European Union (EU) Member States, competition law has been used to address problems of market power in the healthcare services sector. It summarizes the relevant EU and national competition laws and considers the experience of applying those laws to providers of healthcare services. The chapter is chiefly concerned with healthcare services in England, although examples are drawn for other EU Member States. Examination of the English experience provides a view of the use of competition law to address market power problems in most elements of the health system matrix. The chapter then considers three challenges that emerge from that experience of using competition law to address problems of market power in healthcare service markets. The first challenges the applicability of competition law to healthcare service providers operating in each or every element of the healthcare system matrix. The second, accepting applicability, questions the appropriateness of the substantive rules to healthcare services. The third, a battle of authority and autonomy, considers whether decisions made by healthcare service providers should be subject to external review and the type of review that competition law offers.

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