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Posted: July 26th, 2023

Enhancing Patient Satisfaction through e-Reservations: An Operations Management Perspective in Healthcare

HSA6100CBE – Healthcare Operations Management
Also, keep in mind that citing your sources is a two-step process. You need to provide a matching in-text citation for all sources noted on the reference page.
Deliverable 7 – Quality and Patient Satisfaction
• Examine the principles and functions of healthcare operations management.
• Discuss the competencies and professional qualities of healthcare administrators and operations managers.
• Compare and contrast operations management challenges and or barriers that affect various healthcare delivery systems.
• Explain the role and impact of data analytics on decision-making processes in a selected healthcare setting.
• Apply the principles and practices of operations management to improve the performance outcomes of a healthcare organization.
• Design value-driven operational processes aligned with creating an effective balance among costs, quality, and access to care.
A for-profit healthcare organization is attempting to address patient satisfaction concerns based on a recent survey. Patients have indicated their dissatisfaction with the time spent in the waiting area for ED visits. You are part of the operations team tasked with developing a new service, which will allow patients to make online reservations for emergency room visits prior to arrival to the ED. The VP of Operations has asked you to assist with the proposed addition by developing a presentation that can be shown to the executive board for the new service offering. Most of the board members have extensive experience in business and are very well abreast with the role of operations management in business. Part of your task is to illuminate the parallels of operations management in business with operations management in healthcare. You have decided to use OpenTable, an organization known for its online reservation processes as your benchmark.
Word Document – 15 pages
The presentation should include:
1. A discussion on the significance of operations management in healthcare, its principles and functions and the need for competent leadership in the areas of operations management and healthcare administration to achieve operational goals.
2. The potential benefits and challenges of implementing e-Reservations in the healthcare setting.
3. A strategy map.
4. A value proposition.
5. An analysis of the OpenTable success story.
6. A proposed change simulation model (SmartArt can be used to create a flow chart to depict the proposed changes).
7. A process improvement methodology (Six Sigma, Lean, etc.) discussion on how the application of the chosen methodology can reduce artificial variance, specific to the performance of key organizational leaders (i.e., healthcare administrator, operations manager).
The goal of the presentation is to convince the board of trustees the new service will improve quality and increase patient satisfaction. Students should have creative freedom to present their assignments utilizing any mode of presentation, i.e. PowerPoint, portfolio, internal memorandum, etc.
• For assistance on completing a strategy map, please visit the Rasmussen College Answers page.
• For assistance on completing a value proposition, please visit the Rasmussen College Answers page.
• For assistance on creating smart art, please visit the Rasmussen College Answers page.

Enhancing Patient Satisfaction through e-Reservations: An Operations Management Perspective in Healthcare


Healthcare operations management plays a pivotal role in delivering high-quality patient care and achieving operational goals in healthcare organizations. Competent leadership in both operations management and healthcare administration is essential to navigate the complex challenges and achieve desired outcomes. This presentation aims to propose the implementation of e-Reservations in the emergency department (ED) of a for-profit healthcare organization to address patient dissatisfaction with waiting times. Drawing parallels from the successful online reservation platform, OpenTable, we will discuss the potential benefits and challenges of adopting e-Reservations in healthcare. Furthermore, this presentation will encompass a strategy map, a value proposition, an analysis of OpenTable’s success, a proposed change simulation model, and a process improvement methodology for enhancing key organizational leaders’ performance.

Significance of Operations Management in Healthcare
Operations management in healthcare involves the planning, organizing, and controlling of processes to ensure the efficient delivery of healthcare services while maintaining high-quality patient care. It encompasses various principles and functions that contribute to effective healthcare management, including capacity management, process optimization, supply chain management, and quality improvement initiatives. Competent leadership in this area is crucial for achieving operational goals, such as reducing waiting times, improving patient satisfaction, and enhancing overall efficiency.

1.1 Principles and Functions of Healthcare Operations Management

The principles of healthcare operations management involve optimizing resource utilization, streamlining processes, and minimizing waste. Through effective demand forecasting and capacity planning, healthcare organizations can ensure adequate resources to meet patient needs while avoiding unnecessary expenses. Lean management principles can be utilized to reduce inefficiencies, cut down on non-value-added activities, and enhance workflow.

1.2 The Need for Competent Leadership in Healthcare Operations Management

Competent leadership in healthcare operations management is essential for driving continuous improvement, fostering a culture of quality and efficiency, and ensuring that healthcare services align with patient expectations. Leaders in this domain must possess analytical skills to identify areas of improvement, strong communication skills to collaborate with multidisciplinary teams, and the ability to adapt to changing healthcare dynamics. A focus on value-driven operational processes that balance cost, quality, and access to care is crucial for achieving patient satisfaction and organizational success.

Potential Benefits and Challenges of Implementing e-Reservations
Introducing e-Reservations for ED visits offers several potential benefits to the healthcare organization and patients. Firstly, it can significantly reduce waiting times, leading to enhanced patient satisfaction. By allowing patients to reserve their ED visits online, the organization can better manage patient flow and allocate resources effectively. Moreover, e-Reservations can streamline the registration process, minimize paperwork, and facilitate data collection for improved analytics and decision-making.

However, implementing e-Reservations may also present some challenges. Resistance from staff and patients to adopt the new system is a common obstacle. Proper training and clear communication are vital to address these concerns successfully. Additionally, ensuring data privacy and security is crucial when implementing online reservation systems, requiring robust cybersecurity measures.

Strategy Map
The strategy map outlines the key objectives and initiatives for implementing e-Reservations in the healthcare organization’s ED. It includes the following components:

A. Financial Perspective:

Increase patient satisfaction scores.
Optimize resource utilization and reduce operational costs.
B. Customer Perspective:

Reduce waiting times for ED visits.
Improve patient access to healthcare services.
C. Internal Process Perspective:

Implement the e-Reservations system seamlessly.
Train staff to efficiently manage online reservations and streamline the ED workflow.
D. Learning and Growth Perspective:

Develop a culture of continuous improvement and innovation.
Foster a technologically competent workforce.
Value Proposition
The value proposition showcases the unique value that e-Reservations bring to the healthcare organization and its patients. It highlights the benefits of reduced waiting times, enhanced patient experience, improved staff productivity, and better resource allocation. By adopting e-Reservations, the organization demonstrates its commitment to delivering patient-centered care and advancing its position as a leader in healthcare operations management.

Analysis of the OpenTable Success Story
OpenTable’s success story provides valuable insights into the implementation of an online reservation platform and its potential relevance to healthcare. OpenTable revolutionized the restaurant industry by streamlining the reservation process and enhancing customer satisfaction. The platform’s success can be attributed to its user-friendly interface, seamless integration, data analytics capabilities, and focus on continuous improvement. Healthcare organizations can draw parallels from OpenTable’s model to implement e-Reservations effectively, leveraging technology to improve patient experiences and operational efficiency.

Proposed Change Simulation Model
A proposed change simulation model visually depicts the flow of proposed changes in the healthcare organization’s ED after implementing e-Reservations. Using SmartArt, a flow chart will outline the process of online reservation, patient registration, and resource allocation, leading to reduced waiting times and improved patient satisfaction. The simulation model will help the executive board envision the potential impact of the proposed changes and make informed decisions.

Process Improvement Methodology: Six Sigma
The Six Sigma methodology is a robust approach to process improvement, which focuses on identifying and eliminating defects or variations in processes. Applying Six Sigma to healthcare operations management can lead to a significant reduction in waiting times and other operational inefficiencies. By utilizing DMAIC (Define, Measure, Analyze, Improve, Control) principles, the healthcare organization can systematically analyze data, identify root causes of delays, implement targeted improvements, and establish control mechanisms for sustained performance enhancement.

In conclusion, the implementation of e-Reservations in the healthcare organization’s ED presents a promising opportunity to address patient satisfaction concerns and optimize operational efficiency. Drawing parallels from OpenTable’s success, this presentation has outlined the significance of operations management in healthcare, identified potential benefits and challenges of e-Reservations, and proposed a strategy map and value proposition. Additionally, the use of a change simulation model and the Six Sigma methodology can facilitate a smooth and successful implementation process. By embracing technology and adopting a patient-centric approach, the healthcare organization can improve quality and increase patient satisfaction while establishing itself as a leader in healthcare operations management.


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