@article{8589622,
  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.}},
  articleno    = {{e12918}},
  author       = {{De Pourcq, Kaat and Gemmel, Paul and Trybou, Jeroen and Kruse, Vibeke}},
  issn         = {{0961-5423}},
  journal      = {{EUROPEAN JOURNAL OF CANCER CARE}},
  keywords     = {{cancer care facilities,efficiency,organisational,outpatient clinics,process (re)design,service quality,HEALTH-CARE,DRUGS}},
  language     = {{eng}},
  number       = {{1}},
  pages        = {{5}},
  title        = {{Throughput efficiency and service quality after process redesign at a cancer day care unit: Two sides of the coin?}},
  url          = {{http://dx.doi.org/10.1111/ecc.12918}},
  volume       = {{28}},
  year         = {{2019}},
}

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