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Harvard Case - Neuroscience Outpatient Center At The American University Of Beirut Medical Center: Optimizing Efficiency using an Evidence-based Management Approach

"Neuroscience Outpatient Center At The American University Of Beirut Medical Center: Optimizing Efficiency using an Evidence-based Management Approach" Harvard business case study is written by Line Reda, Rasha Bohsali, Lina Daouk-Oyry. It deals with the challenges in the field of Operations Management. The case study is 15 page(s) long and it was first published on : Jun 30, 2020

At Fern Fort University, we recommend a comprehensive approach to optimizing efficiency at the Neuroscience Outpatient Center (NOC) at the American University of Beirut Medical Center (AUBMC). This approach leverages evidence-based management principles, focusing on process improvement, technology integration, and data-driven decision making. Our recommendations aim to enhance patient experience, improve staff productivity, and ensure sustainable growth for the NOC.

2. Background

The case study focuses on the NOC at AUBMC, a specialized outpatient center facing challenges in managing patient flow, appointment scheduling, and resource allocation. The center is experiencing increasing demand for its services, leading to longer wait times and potential patient dissatisfaction. The case highlights the need for a strategic approach to address these operational inefficiencies.

The main protagonists are:

• Dr. Ziad Nahas: The director of the NOC, responsible for overseeing the center's operations and seeking solutions to improve efficiency.
• Dr. Maya Azar: A neurologist at the NOC, actively involved in patient care and seeking to improve patient experience.
• The NOC staff: The team of nurses, technicians, and administrative personnel who directly interact with patients and contribute to the center's operations.

3. Analysis of the Case Study

To analyze the case, we employ a framework combining Operations Strategy and Lean Management principles:

Operations Strategy:

• Mission and Objectives: The NOC's mission is to provide high-quality, patient-centered care. Its objectives include improving patient satisfaction, reducing wait times, and optimizing resource utilization.
• Competitive Advantage: The NOC aims to differentiate itself through its expertise in neuroscience, advanced technology, and commitment to patient care.
• Operations Strategy: The center needs a strategy that focuses on process improvement, technology integration, and data-driven decision making to achieve its objectives.

Lean Management:

• Value Stream Mapping: Analyzing the current patient flow process, identifying non-value-adding activities, and eliminating waste.
• Process Improvement: Implementing Six Sigma methodologies to reduce variability and improve process efficiency.
• Technology Integration: Leveraging Electronic Health Records (EHR), patient portals, and appointment scheduling software to streamline processes and improve communication.
• Data Analytics: Utilizing data collected from patient flow, wait times, and resource utilization to identify bottlenecks, optimize scheduling, and improve resource allocation.

4. Recommendations

Phase 1: Short-Term (3-6 Months)

1. Implement a Lean Management Program:
   • Conduct a value stream mapping exercise to identify and eliminate waste in the patient flow process.
   • Implement Kaizen events to focus on continuous improvement and identify quick wins.
2. Optimize Appointment Scheduling:
   • Implement appointment scheduling software to improve appointment scheduling efficiency and reduce no-shows.
   • Utilize data analytics to analyze appointment patterns and optimize scheduling based on patient demand and provider availability.
3. Improve Patient Communication:
   • Utilize patient portals to provide patients with access to their medical records, appointment information, and communication channels.
   • Implement text message reminders for appointments and follow-up care.

Phase 2: Mid-Term (6-12 Months)

1. Integrate Electronic Health Records (EHR):
   • Implement a comprehensive EHR system to streamline patient data management, improve communication between healthcare providers, and facilitate data analytics.
2. Optimize Resource Allocation:
   • Utilize data analytics to identify resource bottlenecks and optimize resource allocation based on patient demand and provider availability.
   • Implement capacity planning techniques to ensure adequate staffing levels and resource availability.
3. Enhance Patient Experience:
   • Implement patient satisfaction surveys to gather feedback and identify areas for improvement.
   • Implement patient-centered care principles to ensure a positive patient experience.

Phase 3: Long-Term (12+ Months)

1. Develop a Data-Driven Decision-Making Framework:
   • Implement a robust data analytics platform to gather and analyze data from various sources, including patient flow, wait times, resource utilization, and patient satisfaction surveys.
   • Utilize predictive analytics to forecast patient demand and optimize resource allocation.
2. Explore Telemedicine and Virtual Care Options:
   • Implement telemedicine consultations to expand reach, improve access to care, and reduce travel time for patients.
   • Explore virtual care options for follow-up appointments and remote patient monitoring.
3. Invest in Technology and Innovation:
   • Explore artificial intelligence (AI) and machine learning (ML) technologies to automate tasks, improve efficiency, and enhance patient care.

5. Basis of Recommendations

Our recommendations are based on the following considerations:

1. Core Competencies and Consistency with Mission: The recommendations align with the NOC's mission to provide high-quality, patient-centered care by improving efficiency, patient experience, and resource utilization.
2. External Customers and Internal Clients: The recommendations address the needs of both patients (reduced wait times, improved communication) and staff (optimized workflows, improved resource allocation).
3. Competitors: By implementing these recommendations, the NOC can gain a competitive advantage by offering a more efficient and patient-centered experience compared to other neuroscience outpatient centers.
4. Attractiveness: The recommendations are expected to lead to tangible improvements in patient satisfaction, reduced wait times, increased staff productivity, and improved resource utilization, ultimately contributing to the NOC's financial sustainability.
5. Assumptions: We assume that the NOC has the necessary resources and commitment to implement these recommendations effectively. We also assume that the AUBMC leadership is supportive of the NOC's efforts to improve efficiency and patient experience.

6. Conclusion

By implementing these recommendations, the NOC at AUBMC can significantly improve its efficiency, enhance patient experience, and achieve its strategic objectives. The combination of Lean Management principles, technology integration, and data-driven decision making will create a sustainable model for providing high-quality neuroscience care in a rapidly evolving healthcare landscape.

7. Discussion

Alternative Options:

• Outsourcing certain administrative functions: This could free up NOC staff to focus on patient care, but it may require careful consideration of cost and quality control.
• Expanding physical space: This could address capacity constraints, but it requires significant investment and may not be feasible in the short term.

Risks and Key Assumptions:

• Resistance to change: Implementing these recommendations requires buy-in from all stakeholders, including staff and leadership.
• Technology adoption: Successful implementation of new technologies requires adequate training and support for staff.
• Data availability and quality: The effectiveness of data-driven decision making depends on the availability and quality of data.

8. Next Steps

1. Form a project team: Assemble a team of key stakeholders, including staff, management, and IT professionals, to oversee the implementation of the recommendations.
2. Develop a detailed implementation plan: Define specific tasks, timelines, and resources for each recommendation.
3. Pilot test key initiatives: Implement pilot projects to test the effectiveness of new technologies and processes before full-scale deployment.
4. Monitor progress and adjust: Regularly track progress against key performance indicators (KPIs) and adjust the implementation plan as needed.
5. Communicate progress and results: Share updates and success stories with stakeholders to maintain engagement and support.

By following these steps, the NOC can successfully implement the recommendations and achieve its goal of becoming a more efficient and patient-centered organization.

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Case Description

This case addresses the challenges faced by the Neuroscience Outpatient Center (NOC) at the American University of Beirut Medical Center (AUBMC) and unfolds the Evidence Based Management Approach adopted to Optimize Efficiency and respond to the rising obstacles. After briefly describing the healthcare industry, the changes in ambulatory care model and the vision of AUBMC, authors dive into the challenges encountered by patients, physicians, and management at the NOC. The NOC is the first of several multidisciplinary centers launched at AUBMC to centralize services and facilitate patient care in an optimal manner. Such centers foster collaboration among faculty and ensure integration of care. This case focuses on the operational challenges faced by the NOC that ultimately impact the level of service and patients' experiences. The center was struggling to maintain patient satisfaction and optimal operations in place. The evidence-based healthcare management unit at AUBMC assisted the center's management in collecting the needed quantitative and qualitative data that can serve as a tool to provide effective recommendations to the center and improve patient experience.

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