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Throughput efficiency and service quality after process redesign at a cancer day care unit: Two sides of the coin?

Kaat De Pourcq (UGent) , Paul Gemmel (UGent) , Jeroen Trybou (UGent) and Vibeke Kruse (UGent)
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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.
Keywords
cancer care facilities, efficiency, organisational, outpatient clinics, process (re)design, service quality, HEALTH-CARE, DRUGS

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Please use this url to cite or link to this publication:

MLA
De Pourcq, Kaat et al. “Throughput Efficiency and Service Quality After Process Redesign at a Cancer Day Care Unit: Two Sides of the Coin?” EUROPEAN JOURNAL OF CANCER CARE 28.1 (2019): n. pag. Print.
APA
De Pourcq, Kaat, Gemmel, P., Trybou, J., & Kruse, V. (2019). Throughput efficiency and service quality after process redesign at a cancer day care unit: Two sides of the coin? EUROPEAN JOURNAL OF CANCER CARE, 28(1).
Chicago author-date
De Pourcq, Kaat, Paul Gemmel, Jeroen Trybou, and Vibeke Kruse. 2019. “Throughput Efficiency and Service Quality After Process Redesign at a Cancer Day Care Unit: Two Sides of the Coin?” European Journal of Cancer Care 28 (1).
Chicago author-date (all authors)
De Pourcq, Kaat, Paul Gemmel, Jeroen Trybou, and Vibeke Kruse. 2019. “Throughput Efficiency and Service Quality After Process Redesign at a Cancer Day Care Unit: Two Sides of the Coin?” European Journal of Cancer Care 28 (1).
Vancouver
1.
De Pourcq K, Gemmel P, Trybou J, Kruse V. Throughput efficiency and service quality after process redesign at a cancer day care unit: Two sides of the coin? EUROPEAN JOURNAL OF CANCER CARE. 2019;28(1).
IEEE
[1]
K. De Pourcq, P. Gemmel, J. Trybou, and V. Kruse, “Throughput efficiency and service quality after process redesign at a cancer day care unit: Two sides of the coin?,” EUROPEAN JOURNAL OF CANCER CARE, vol. 28, no. 1, 2019.
@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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