Throughput efficiency and service quality after process redesign at a cancer day care unit: Two sides of the coin?. (4th October 2018)

• Record Type: Journal Article
• Authors: De Pourcq, Kaat; Gemmel, Paul; Trybou, Jeroen; Kruse, Vibeke
• Is Part Of: European journal of cancer care. Volume 28:Number 1(2019)
• Page Start: n/a
• Page End: n/a
• Publication Date: 2018-10-04
• Subjects: cancer care facilities -- efficiency -- organisational -- outpatient clinics -- process (re)design -- service quality; Cancer -- Nursing -- Periodicals; 616.994
• DOI: 10.1111/ecc.12918
• Languages: English
• ISSNs: 0961-5423

Abstract

Abstract: This study was designed to focus on the patient perspective in a reorganisation of care processes at a cancer day care unit (CDU). The effects of dose banding and of taking blood samples one day (or more) before the day care treatment (on Day −1) are investigated in terms of throughput efficiency and perceived service quality . Data were collected by mapping patient processes in detail and surveying patients in two CDUs at a university hospital ( n = 308). A univariate model was used to investigate the effect of these factors on patient throughput time, and perceived service quality was examined with multiple linear regression. Taking blood samples on Day −1 decreases patient throughput time and increases the perceived service quality by improving the patient's perception of technical expertise and the outcome. This has a globally positive effect on patients' perceived service quality. Dose banding affected neither patient throughput time nor perceived service quality. Taking the pretreatment blood sample on Day −1 can be considered an important process design characteristic, as it increases both efficiency and service quality.