American University of Beirut Medical Center: Patient Transport

Description

The patient affairs coordinator is concerned about the rising number of complaints regarding the level of services offered by the transportation teams in the American University of Beirut Medical Center (AUBMC). The center's management team is determined to create an exemplary patient transportation service at AUBMC and consequently launches an investigation supported by a full-scale study to determine better ways of re-engineering these processes. The coordinator must consider the factors that contribute to patient and staff complaints as well as the types of data and tests required to provide evidence-based solutions for patient transportation in the hospital.

Learning Objective

This case can be used for both undergraduate and graduate courses on general management, healthcare operations and process/change management. It highlights the importance of considering multiple indicators that are relevant for the process of change, but also for the organization as a whole. The case provides an opportunity for students to understand the principles of evidence-based decision-making in organizations as well as its importance.

Keywords

Determining KPIs Evidence-based Decision Making process redesign