Organizing Business Research Papers(3)

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Business Research

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Research objective ()
Methodology to achieve objective
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Regional hospitals in Taiwan lack an adequate number of physicians
and wards for critically ill patients. Emergency care staff can thus provide only
primary care for those patients before transferring them to a larger medical
center.
Such patients are thus unlikely to return to regional hospitals for
subsequent visits, instead opting for those larger medical centers for primary
care.
Changing trends among hospitals patients significantly impact
the operating budgets of regional hosptials. For instance, according to statistics
from Eng Chu Kong Hospital, the transfer rate of emergency room patients to
larger medical centers reached 50% in 2003, subsequently deceasing the ward
utility rate to 20%.
This statistic has greatly concerned hospital administrators,
especially with respect to how to effectively adopt customer relations
management (CRM) in order to keep regional hospital patients from
transferring to larger medical centers.
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Based on the above, we should develop a CRM-based approach by
investigating why critically ill patients at regional hospitals in Taiwan transfer to
larger medical centers in order to more thoroughly understand the anticipated
medical services that their families expect.
To do so, factors of patient transferral can be identified based
on statistics from regional hospitals in Taiwan. A questionnaire based on
customer relations management (CRM) can then be issued to families of
critically ill patients to determine anticipated medical services. Based on those
results, an APH methodology can be formed.
As anticipated, the proposed CRM-based approach can identify
how the medical services anticipated by families of critically ill patients differ
from actual ones provided by regional hospitals, with the objective of ultimately
reducing this discrepancy and patient transferral rate to larger medical centers.
While providing regional hospital administrators with an effective
means of determining the anticipated services of critically ill patients and their
families, the proposed CRM-based approach can highlight the importance of
medical quality in emergency care, eventually increasing hospital revenues and
establishing high quality emergency medical centers among regional hospitals
in Taiwan.
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Poor quality of surgical procedures leads to unnecessarily
recurrent medical treatment, subsequently increasing the overhead
expenses of hospitals.
Whereas individual hospitals realize the level of their own
operational quality, Taiwan hospitals have neither collectively
accumulated nor shared related medical information for comparison
purposes. Operational quality is determined prior to, during and after
surgery.
For instance, recurrent or even redundant medical
treatment following an operation is often owing to incomplete historical
data of the patient, post-operation complications, and a patients body
temperature that exceeds 38 C.
The inability to enhance the quality of surgical
procedures through the sharing of pertinent data among hospitals will
increase both medical fees and societal costs.
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Based on the above, we should develop a Web-based
medical quality index that compiles each hospitals relevant data for
comparison and identification of areas for improvement.
To do so, an online healthcare medical quality
information system can be developed. Inter-organizational systems can
then be utilized to manage technology, knowledge and quality
effectively.
As anticipated, the proposed medical quality index can
facilitate the efforts of hospital administrators to enhance medical
quality and reduce operational costs, as well as to identify limitations
efficiently in order to reach a precise decision.
In addition to enhancing medical quality island wide and
reducing operational expenses, the proposed index can become a
valuable asset for hospital administrators when planning and
monitoring hospital operations.
Further details can be found at
http://www.chineseowl.idv.tw