@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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