Towards efficiency in health care processes : A case study

Maduro, Joviène S.N.E. (2008) Towards efficiency in health care processes : A case study. thesis, Other studies (UMCG).

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Abstract

Towards efficiency in healthcare processes: a case study Onderzoeker J.S.N.E. Maduro, master Business Administration Specialization Business & ICT Opdrachtgevers Ir. J.W. Hoorn, Manager Radiology Department Begeleider UMCG F. Ploeg, ICT-project office, Data Integration, UMCG Begeleider onderwijsinstelling Dr. E. Harison, Asst. Prof. in Business and ICT, Rijksuniversiteit Groningen Introduction Developments in information and communication technology (ICT) are increasingly influencing the world’s societies and healthcare could benefit greatly from these developments. However, implementing IT is not a straightforward process. Every aspect regarding the technology and its environment should be taken into account before imple-menting it. This research is focused on the use of IT between departments/facilities within Dutch hospitals. It is based on a case study involving the Radiology department and the Emergency Care Unit (ECU) of the University Medical Center of Groningen. The objective was to gain clear understanding of the problems arising between ECUs and other depart-ments within a hospital and how IT could help in solving these problems. The main question guiding the research was: “How can information systems (IS) improve the links and processes be-tween different departments and/or facilities to facilitate efficiency in healthcare organizations?” This question was divided into several sub-questions, each dealing with an important aspect of the main question. Methods The research design consisted of: 1. an observation period to understand the processes and observe the situation; 2. a questionnaire research to find out what kind of errors are found on roentgen requests; 3. semi-structured interviews for further details, opinion and perceptions. Results Results form the questionnaires showed that employees do not resist to use the implemented system. However, in previous researche errors had been found on 6% of the requested roentgen researches from the ECU. Furthermore, from the types of errors that most frequently occurred it seemed that one of the screens of the implemented system was a little bit confusing for some employees. Other results obtained from observation and interviews regarded the continued use of paperwork, the missing group of stakeholders involved in the implementation of the system, the lack of communication between employees of the two units and the non-support by the law for nurses making roentgen requests. Conclusions Main conclusions from the research were that IT is a facilitator of processes; implementing IT alone does not solve problems. IT is a mean to an end, not the end itself. More attention has to be placed on the human related aspect of a problem. In this case communication between the units should be stimulated.

Item Type:	Thesis (Thesis)
Supervisor name:	Ploeg dhr F. ICT
Supervisor name:	Harison, dr. Elad and Offenbeek, dr. Marjolein A.G.
Faculty:	Economics and Business
Keywords:	Efficiëntie-bevordering, Zorgprocessen
Date Deposited:	25 Jun 2020 10:44
Last Modified:	25 Jun 2020 10:44
URI:	https://umcg.studenttheses.ub.rug.nl/id/eprint/600

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