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商品編號： SMU869 出版日期： 2020/08/20 作者姓名： Ang, Marcus Teck Meng;Hu, Arthur Ruey Heng;Lam, Sean Shao Wei 商品類別： Service management 商品規格： 9p 再版日期： 2021/08/05 地域： Asia 產業： Healthcare service industry 個案年度： -
商品敘述：
In early 2019, Alan Jay, an executive in the Quality, Safety and Risk Management (QSRM) department of Gloria Hospital, a full-service hospital that specialised in children and women healthcare, had been requested to gather insights and seek improvements to the pre-consultation waits at the hospital''s Children''s Emergency (CE) department. After an initial study, minor schedule adjustments were put into place, with many shifts starting one hour in advance to reduce snowballing of patients awaiting consultation. However, post-implementation data suggested that the patient load to capacity ratios remained uneven across each day of the week. Subsequently, a team of operations professors and students were assembled to join Jay in a second phase of the Children''s Emergency Consultation Queue (CECQ) project, started April 2019, to better understand the actual waiting time of patients at the CE.
涵蓋領域：
Time management;Operations strategy;Customer service;Service system design;Health care and treatment;Service management
相關資料：
Case Teaching Note, (SMU870), 10p, by Marcus Teck Meng Ang, Arthur Ruey Heng Hu, Sean Shao Wei Lam
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