Business Project

Recommendations (3)


http://www.chineseowl.idv.tw


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At a recent meeting, members discussed ways in
which to curtail the trend of regional hospital patients transferring to
larger medical centers. 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. (NOTE : Add 2-4 sentences that describe characteristics
of the problem or statistics that reflect its severity)
Changing trends among hospital patients significantly impact the
operating budgets of regional hospitals. 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.
(:)
Therefore, we recommend developing 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. (NOTE :
Add 2 more sentences that describe more thoroughly how the proposed method
contributes to a particular field or sector)
(:)
Our senior management recently expressed
concern over how to facilitate the sharing of patient data among
hospitals to avoid redundancy in medical examinations.
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. (NOTE : Add 2-3 sentences that describe
characteristics of the problem or statistics that reflect its severity)
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.
(:)
Therefore, we recommend developing 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. (NOTE : Add 2 more sentences
that describe more thoroughly how the proposed method
contributes to a particular field or sector)
Further details can be found at
http://www.chineseowl.idv.tw