Harvard Case - Improving the Clinical-Care Pathway of an Ayurvedic Hospital: A Teaching Case for Developing Process Improvement Capabilities
"Improving the Clinical-Care Pathway of an Ayurvedic Hospital: A Teaching Case for Developing Process Improvement Capabilities" Harvard business case study is written by Wasana Bandara, Dharshani Thennakoon, Rehan Syed, Paul Mathiesen, K K D S Ranaweera. It deals with the challenges in the field of Information Technology. The case study is 10 page(s) long and it was first published on : Nov 1, 2016
At Fern Fort University, we recommend a multi-pronged approach to improve the clinical-care pathway of the Ayurvedic hospital, focusing on digital transformation, process optimization, and patient-centric care. This involves implementing a comprehensive IT infrastructure, leveraging data analytics for informed decision-making, and adopting a customer relationship management (CRM) system to enhance patient engagement.
2. Background
The case study focuses on an Ayurvedic hospital struggling to manage its growing patient base due to inefficiencies in its clinical-care pathway. The hospital lacks a robust information system, leading to difficulties in patient record management, appointment scheduling, and communication. This results in long waiting times, patient dissatisfaction, and operational bottlenecks. The hospital's management recognizes the need for improvement but lacks the expertise and resources to implement a comprehensive solution.
The main protagonists of the case are the hospital's management team, seeking to improve patient care and operational efficiency, and the Fern Fort University students, tasked with developing a solution using their process improvement skills.
3. Analysis of the Case Study
The case study highlights the need for a digital transformation strategy to address the hospital's challenges. We can utilize the Porter's Five Forces Framework to analyze the competitive landscape and identify opportunities for improvement:
- Threat of New Entrants: The increasing popularity of Ayurveda and the growing demand for alternative medicine create a potential threat from new entrants.
- Bargaining Power of Buyers: Patients have a high bargaining power due to the increasing availability of alternative healthcare providers.
- Bargaining Power of Suppliers: The bargaining power of suppliers, such as herbal medicine suppliers, is moderate.
- Threat of Substitute Products: The threat of substitutes comes from conventional medicine and other alternative therapies.
- Rivalry Among Existing Competitors: The rivalry among existing competitors is moderate, with a growing number of Ayurvedic hospitals and practitioners.
This analysis suggests that the hospital needs to differentiate itself by offering a superior patient experience, leveraging technology to enhance efficiency, and building a strong brand reputation.
4. Recommendations
Phase 1: Digital Transformation and IT Infrastructure
- Implement a comprehensive IT infrastructure: This includes a cloud-based ERP system for managing patient records, appointments, inventory, and finances.
- Invest in data analytics: Utilize business intelligence tools to analyze patient data, identify trends, and improve treatment outcomes.
- Adopt a CRM system: This will enable the hospital to personalize patient interactions, track patient satisfaction, and improve communication.
- Develop a mobile application: This will allow patients to book appointments, access their medical records, and communicate with healthcare providers remotely.
- Strengthen cybersecurity measures: Implement robust security protocols to protect patient data and maintain compliance with regulations.
Phase 2: Process Optimization and Patient-Centric Care
- Re-engineer the clinical-care pathway: Streamline processes, reduce waiting times, and improve the overall patient experience.
- Implement a standardized treatment protocol: This will ensure consistency in care delivery and enhance treatment outcomes.
- Develop a patient education program: Educate patients about Ayurveda and their treatment plans, promoting active participation in their health journey.
- Implement a feedback system: Collect patient feedback regularly to identify areas for improvement and enhance patient satisfaction.
- Train staff on digital tools and patient-centric care: Ensure staff are equipped with the necessary skills to utilize the new systems and deliver excellent patient care.
Phase 3: Growth Strategy and Marketing
- Develop a marketing strategy: Utilize digital marketing channels, including social media, search engine optimization (SEO), and online advertising, to reach a wider audience.
- Build a strong brand identity: Promote the hospital's unique strengths and expertise in Ayurveda.
- Explore partnerships and collaborations: Collaborate with other healthcare providers, wellness centers, and insurance companies to expand reach and services.
- Offer specialized programs and services: Develop niche offerings, such as personalized wellness programs or specialized treatments, to attract a specific patient segment.
5. Basis of Recommendations
These recommendations are based on the following considerations:
- Core competencies and consistency with mission: The recommendations align with the hospital's mission to provide high-quality Ayurvedic healthcare and enhance patient well-being.
- External customers and internal clients: The recommendations focus on improving the patient experience, streamlining processes for staff, and enhancing communication between all stakeholders.
- Competitors: The recommendations aim to differentiate the hospital by leveraging technology, offering a superior patient experience, and building a strong brand reputation.
- Attractiveness: The recommendations are expected to improve operational efficiency, reduce costs, enhance patient satisfaction, and drive revenue growth.
6. Conclusion
By implementing these recommendations, the Ayurvedic hospital can significantly improve its clinical-care pathway, enhance patient satisfaction, and achieve sustainable growth. The digital transformation strategy will enable the hospital to leverage technology to its advantage, streamline operations, and deliver a superior patient experience.
7. Discussion
Other alternatives not selected include:
- Outsourcing IT services: This could be a cost-effective option but may compromise control over data and security.
- Focusing solely on process improvement without technology: This might be less expensive but may not be sufficient to address the hospital's challenges in the long term.
Risks and key assumptions:
- Implementation cost: The digital transformation and process improvement initiatives require significant investment.
- Staff resistance to change: Adopting new technologies and processes may require extensive training and change management.
- Data security: Protecting patient data is paramount, and robust cybersecurity measures are essential.
8. Next Steps
Timeline with key milestones:
- Phase 1 (Year 1): Implement the IT infrastructure, including the ERP system, CRM, and data analytics platform.
- Phase 2 (Year 2): Re-engineer the clinical-care pathway, develop a standardized treatment protocol, and launch the patient education program.
- Phase 3 (Year 3): Implement the marketing strategy, build a strong brand identity, and explore partnerships and collaborations.
By following these steps, the Ayurvedic hospital can successfully transform its clinical-care pathway, improve patient satisfaction, and achieve sustainable growth in the competitive healthcare market.
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Case Description
Business Process Management (BPM) is a topic that has received immense attention in information systems research and practice. While its adoption has been increasing rapidly, many companies struggle to find BPM professionals with the appropriate skills, hence BPM education has been an area of increasing interest as well. One big challenge for BPM education is the lack of teaching resources. Appropriately written BPM teaching cases derived from real-life case scenarios has been recognised as a valuable means to address this gap. Yet, teaching cases that are rich in context dedicated to BPM are still scarce. This teaching case, specifically developed for business process improvement education purposes, is designed as a rich resource to address this gap. Teaching notes with an extensive set of multimedia ancillary material are also available to instructors upon request. This case study is based on a real-life patient-care process of a national Ayurvedic hospital in Sri Lanka. With its position as the leading national institute for Ayurvedic research and teaching, the hospital has the potential to make striding impacts with Ayurvedic innovations both nationally and globally. This narrative describes the current patient-care process in detail, challenging students to analyse the current process and derive justifiable high-impact creative/innovative recommendations that are feasible to the case's context and improve business processes at the hospital.
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