The Fundación Jiménez Díaz oncology day hospital
The Fundación Jiménez Díaz oncology day hospital needs to improve the service provided to patients undergoing chemotherapy. Although the medical care is of high quality, patients have to endure long waits, sometimes more than a day, which causes dissatisfaction. Dr. Cristina Caramés must decide whether to lead an initiative to improve the patient service process, despite the fact that a similar attempt in 2016 failed due to resistance from oncologists. The case outlines a series of operational challenges, such as managing wait times, coordination between oncologists, nurses, and pharmacy staff, and the lack of practical solutions to boost efficiency without compromising the quality of care. It also provides a detailed description of the current structure of the oncology day hospital, chemotherapy protocols, and past unsuccessful attempts to improve the service. The case concludes by posing questions about how Dr. Caramés should navigate this difficult decision, which will impact both her career and patient satisfaction.
Collection: IESE (España)
Ref: OIT-54-E
Format: PDF
Number of pages: 7
Publication Date: Mar 5, 2025
Language: English, Spanish
Description
The Fundación Jiménez Díaz oncology day hospital needs to improve the service provided to patients undergoing chemotherapy. Although the medical care is of high quality, patients have to endure long waits, sometimes more than a day, which causes dissatisfaction. Dr. Cristina Caramés must decide whether to lead an initiative to improve the patient service process, despite the fact that a similar attempt in 2016 failed due to resistance from oncologists. The case outlines a series of operational challenges, such as managing wait times, coordination between oncologists, nurses, and pharmacy staff, and the lack of practical solutions to boost efficiency without compromising the quality of care. It also provides a detailed description of the current structure of the oncology day hospital, chemotherapy protocols, and past unsuccessful attempts to improve the service. The case concludes by posing questions about how Dr. Caramés should navigate this difficult decision, which will impact both her career and patient satisfaction.
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Year: 2018
Geographic Setting: Spain
Industry Setting: Health
Learning Objective
To encourage analysis and discussion of process management in complex environments, particularly in health care. Participants can explore topics such as continuous process improvement, change management, leading in the face of internal resistance, and optimizing resources without compromising service quality.
Class discussion should focus on identifying operational problems, analyzing the different perspectives of the stakeholders (physicians, nursing staff, administrators, and patients), and proposing solutions that can improve the patient experience without compromising efficiency and quality of care. Students can discuss how to implement change in a high-pressure environment, how to lead a team in a situation of resistance to change, and how to balance patient needs with operational constraints.
The case is ideal for use in MBA or EMBA programs, particularly in subjects related to operations management, health care management, leadership, and strategy. It can also be used in specialized programs in hospital administration or public health, where the focus is on process management and improving the patient experience in highly complex contexts.
Class discussion should focus on identifying operational problems, analyzing the different perspectives of the stakeholders (physicians, nursing staff, administrators, and patients), and proposing solutions that can improve the patient experience without compromising efficiency and quality of care. Students can discuss how to implement change in a high-pressure environment, how to lead a team in a situation of resistance to change, and how to balance patient needs with operational constraints.
The case is ideal for use in MBA or EMBA programs, particularly in subjects related to operations management, health care management, leadership, and strategy. It can also be used in specialized programs in hospital administration or public health, where the focus is on process management and improving the patient experience in highly complex contexts.
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