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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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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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