
Throughput efficiency and service quality after process redesign at a cancer day care unit: Two sides of the coin?
- Author
- Kaat De Pourcq (UGent) , Paul Gemmel (UGent) , Jeroen Trybou (UGent) and Vibeke Kruse (UGent)
- Organization
- 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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Citation
Please use this url to cite or link to this publication: http://hdl.handle.net/1854/LU-8589622
- 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, vol. 28, no. 1, 2019, doi:10.1111/ecc.12918.
- APA
- De Pourcq, K., 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). https://doi.org/10.1111/ecc.12918
- 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). https://doi.org/10.1111/ecc.12918.
- 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). doi:10.1111/ecc.12918.
- 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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