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页数:25页
时间:2018-10-07
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1、HealthCareChapterTwenty-FourCopyright©2014byTheMcGraw-HillCompanies,Inc.Allrightsreserved.McGraw-Hill/IrwinLearningObjectivesLO24–1:Understandhealthcareoperationsandcontrasttheseoperationstomanufacturingandserviceoperations.LO24–2:Exemplifyperformancem
2、easuresusedinhealthcare.LO24–3:Illustratefuturetrendsinhealthcare.24-2TheNatureofHealthCareOperationsHealthcareoperationsmanagement:thedesign,management,andimprovementofthesystemthatdeliverhealthcareservicesHealthcareasaserviceExtensivecustomercontactW
3、idevarietyofprovidersLifeordeathasoutcomesKeyfocusisonhospitalsHospital:afacilitywhosestaffprovidesservicesrelatingtoobservation,diagnosis,andtreatmentofpatients24-3FactorsThatSetHospitalOperationsApartfromOthersKeyoperatorsarehighlytrainedprofessional
4、s.GeneraterequestsforserviceDelivertheserviceRelationshipbetweenpricesandperformanceisnotdirect.Thereisnosinglelineofcommand.BalanceofpowerbetweengroupsProductspecificationsareoftensubjectiveandvague.Hospitaloperationsisnotacommoditythatcanbestocked.Re
5、source-orientedserviceorganization24-4ClassificationofHospitalsGeneralhospital/emergencyroomSpecialtyPsychiatricRehabilitation(AmericanHospitalAssociationclassification)24-5HospitalProduct-ProcessFramework24-6HospitalLayoutandCareChainsThelayoutsetsthe
6、physicalconstraintsonoperations.Thegoaloflayoutistomovepatientsandresourcestominimizewaitandtransporttime.Ageneralruleistoseparatepatientandguesttrafficfromstafftraffic.Principalelementisthenursingstation.Flowofworkthroughahospitaliscalledacarechain.24
7、-7CharacteristicsofProcesses/CareChaininaTypicalGeneralSurgeryUnit24-8CareChainDiagramofHipReplacementSurgery24-9SchedulingEfficiencyAmajordistinctionamonghealthcareprocessesistheextenttowhichresourcescanbescheduledefficiently.Emergencysituationmustbed
8、ealtwithimmediately.InherentlyinefficientElectiveprocedurescanbescheduledtoachieveefficientuseofresources.24-10StepsResourceuseandschedulecomplexityareaffectedbyThenumberofstepsThetimeofeachstepWhetherthecarechainhasadefiniteendComplexi
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