Improving patients' satisfaction through more effective utilization of operating rooms resources

Abstract

Purpose -This paper aims to present an applied research effort aimed at re-engineering the utilization practices of operating rooms for a public Portuguese hospital. This re-engineering effort is motivated by the desire to enhance the patient-orientation of the hospital. The role of information systems in facilitating such organizational change is also to be examined. Design/methodology/approach -Actual data are used to simulate outcomes of three different operational scenarios related to the utilization of operating rooms and surgical teams. As such, the critical constraint related to surgical capacity is relaxed under different utilization scenarios. Findings -Based on the findings of the study, it appears that there is no conflict between operational efficiency and patient satisfaction. Well-designed operational changes can lead to both efficiency and patient satisfaction benefits. This, in turn, can translate into competitive strategic advantage for the hospital.Research limitations/implications -The simulation results derived from this applied research are positive. In general, they tend to point to potential operational and strategic benefits to the hospital and its patients. Although the simulation model used in this study was validated using actual data, more research is needed to test its general applicability. Such research should shed more light on the interrelationships which exist within the hospital operating system. Practical implications -The approach advocated in this research has operational and strategic relevance to healthcare policy makers and hospitals' administrators. In this context, the role of the information systems in providing information relevant to tracking and improving a hospital's performance is emphasized. Originality/value -The paper presents a practical, applied, systematic approach toward enhancing operational effectiveness in healthcare organizations. It draws on bodies of knowledge pretending to system theory, simulation and operations management in order to improve the short-term performance of hospitals.

Brand image to loyalty through perceived service quality and patient satisfaction: A conceptual framework

“…18 To improve PS without an increase in operational costs, Ferreira et al. 17 established that PS has operational and strategic relevance for hospital administrators. Along similar lines, and based on an extensive literature review, Naik et al.…”

“…11–13 In studying the relationship, however, among brand image, loyalty, perceived service quality, and patient satisfaction, studies are fragmented. In our study, we see that: a number of studies focus on indicators of PS, 14 PS as a multi-dimensional construct; 15,16 PS as a strategic tool with operational relevance; 17 and PS for benchmarking purposes. 18 Similarly, studies propose that service quality is a multi-dimensional construct; 19–22 service quality can be used for evaluation; 2 and service quality may be used for benchmarking.…”

Doctor-patient bilateral matching considering diagnosis and treatment perception in the absence of public health resources

“…From the perspective of patients' needs, Yuan et al considered the attention to the differences of doctors' attributes and doctors' operation types in the process of diagnosis and treatment, and studied the matching strategy taking the satisfaction and stability of doctors and patients into account ( 16 ). Ferreira et al established a multi-objective decision-making model to match the satisfaction of both parties and maximize the utilization efficiency of medical resources, and studied the surgical resource scheduling problem ( 17 ). Neyshabouri and Berg proposed a two-stage decision-making matching method to realize the matching between patients and medical resources in consideration of the differences in the skills required by patients ( 18 ).…”

Navigating from Brand Image to Patient Loyalty: Mediating Effect of Service Quality and Patient Satisfaction

“…However, there is abundant literature on individual constructs. To quote some indicators of PS are PS as a strategic tool with operational relevance (Ferreira et al, 2011), PS as a multidimensional construct, PS for benchmarking purposes (Hekkert, 2009). SQ is a multidimensional construct, and SQ could be used for benchmarking.…”