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Value chain of a hospital

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Value Chain
Hospital Value Chain
Hospital Organizational Chart
Hospital Support Services
Hospital Primary Services

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Value chain of a hospital

  1. 1. Hospital Administration •The Board of Directors, Medical Director, Chief of Clinics, and Chief Nurse Information Services •The Admitting and Information, Billing and Collection, Customer Service, Medical Records Services, Computer Information Systems, Health Education and Human Resources Diagnostic & Therapeutic Services •Laboratory, Diagnostic Imaging Center and Emergency Medicine. •Physical Therapy, Rehabilitation Medicine, Occupational Therapy, Respiratory Therapy, Medical Psychiatry, Pharmacy, Dietary, Social Services, Medical Staff and Nursing. Hospital Support Services •Property and Central Suppy, Linen Section, Purchasing and Procurement •Housekeeping, Mainternace and Security Services I. The Value Chain of Hospital Source: Adopted to Michael E. Porter Value Chain model to the hospital. The primary processes are activities devoted to care patients. The support processes support primary activities by providing human, technical and material resources. Admission •Emergency Room •Pay Treatment Room •Out-Patient Department •Admitting Care •Clinical evaluation •Diagnostic tests •Treatment •Referral •The Board of Directors, Medical Director, Chief of Clinics, and Chief Nurse •The Admitting and Information, Billing and Collection, Customer Service, Medical Records Services, Computer Information Systems, Health Education and Human Resources Diagnostic & Therapeutic Services •Laboratory, Diagnostic Imaging Center and Emergency Medicine. •Physical Therapy, Rehabilitation Medicine, Occupational Therapy, Respiratory Therapy, Medical Psychiatry, Pharmacy, Dietary, Social Services, Medical Staff and Nursing. •Property and Central Suppy, Linen Section, Purchasing and Procurement •Housekeeping, Mainternace and Security Services I. The Value Chain of Hospital Source: Adopted to Michael E. Porter Value Chain model to the hospital. The primary processes are activities devoted to care patients. The support processes support primary activities by providing human, technical and material resources. Care •Clinical evaluation •Diagnostic tests •Treatment •Referral Discharge •Sent Home •Home Against Medical Advice •Referred to other health Facilities Marketing & Sales •Services - Pricing •Customer Service - Patient Satisfaction Survey •Medical Social Service- Financial Aids •Insurance - HMO •The Admitting and Information, Billing and Collection, Customer Service, Medical Records Services, Computer Information Systems, Health Education and Human Resources •Laboratory, Diagnostic Imaging Center and Emergency Medicine. •Physical Therapy, Rehabilitation Medicine, Occupational Therapy, Respiratory Therapy, Medical Psychiatry, Pharmacy, Dietary, Social Services, Medical Staff and Nursing. I. The Value Chain of Hospital Source: Adopted to Michael E. Porter Value Chain model to the hospital. The primary processes are activities devoted to care patients. The support processes support primary activities by providing human, technical and material resources. Marketing & Sales •Services - Pricing •Customer Service - Patient Satisfaction Survey •Medical Social Service- Financial Aids •Insurance - HMO Service •Ambulatory Services •Monitoring •Follow-up •Referral to Wellness Centers •Health Education
  2. 2. Support Activities I. Hospital Administration – These are the people who run the hospital  The Board of Directors is the governing board of the hospital, whose primary function is to formulate the policies of the hospital and to verify the annual operating budget submitted by the Medical Director of the hospital for its approval. This board meets monthly and at any other time if there are important matters to decide.  The Medical Director is the Executive Officer of the hospital. His primary duty is to execute the policies formulated by the Board of Directors and to coordinate the medical, nursing and administrative functions of the hospital so as to provide safe and adequate treatment and care to all patients admitted or attended to in the hospital.  The Chief of Clinics is primarily responsible for the medical staff: supervising the provision of diagnostic and therapeutic care for hospital patients, training for the medical staff, and medical research.  The Chief Nurse heads the nursing staff. Her responsibilities are focused mainly on the proper care of patients, training and education of nursing staff and promulgation of standard and quality of nursing procedures. II. Information Services – Documents and process the information  The Information Section is often the patients first contact inside the hospital for inquiries. The Admitting Section is the one responsible for admission: obtains vital infromation (patient’s full name, address, phone number, admitting doctor, admittting diagnosis, Social Security Number, date of birth and all insurance information) and assigns room for patients admitted.  The Billing and Collection is responsible for billing patients and collection of payment for services rendered.  The Customer Service is responsible from facilitating patients concerns and their families - handles requests, questions, complaints and settle dissatisfaction. They conduct training for the hospital staff related to customer service. It provides feedback based on statistical data that can be utilized for the improvement of the delivery of health care services.  The Medical Records Section is responsible for maintaining copies of all patients records.
  3. 3.  The Computer Information System is responsible for computer and hospital network  The Health Education Services is responsible for staff and patients health-related education  The Human Resources is responsible for recruiting, hiring employees and determining employees’ benefits III. Diagnostic and Therapeutic Services  Diagnostic services to determines causes of illness or injury includes the Clinical Laboratory - responsible for study body tissues to determine abonormalities; Diagnositc Imaging Center which determines lesions and abnormalities on body parts (e.g., Radiology, MRI, CT Scan, Ultrasound); and Emergency Medicine – provides emergency diagnosis and treatment.  Therapeutic Services include the following departments:  Physical Therapy (PT) – provide treatment to improve large-muscle mobility and prevent or limit permanent disability (e.g., exercise, massage, hydrotherapy, ultrasound, electrical stimulation heat application).  Rehabilitation Medicine – restore optimal function to people with injuries to the muscles, tissues and nervous system such as stroke patients.  Occupational Therapy (OT) – helps patients regain fine motor skills so they can function independently at home and work (e.g., arts and crafts that help with hand-eye coordination, games and recreation to help patietns develop balance and coordination, social activities to assist patient’s speech impairments).  Respiratory Therapy (RT) – treat patients with heart and lung diseases (e.g., oxygen, medications, breathing exercises)  Medical Psychiatry – concerned with mental well-being of patients (e.g., talk therapy, behavior modification, muscle relaxation, medications, group therapy, recreational therapies-art,music, dance)  Pharmacy – dispense medications per written prescription by doctors and dentists; provides information on drugs and correct ways to use them; ensures drug compatibility.  Dietary – responsible for helping patients maintain nutritionally sound diets.  Social Services –aids patients by referring them to community resources for financial aid (e.g. PCSO, DSWD, Gov’t Agency).  The Medical Staff – provides medical care to patients, subdivided into Clinical departments: Medicine, Surgery, Obstetrics and Gynecology, Child Health, Anesthesiology, Ophthalmology, Otolaryngology-HNS, Clinical Laboratory,
  4. 4. Radiology, Out-Patient and Emergency, Community and Family Medicine, and Diagnostic and Imaging Center. A Chairman heads each department with Senior and Junior Consultants, and a staff of resident physicians, post graduate interns, junior interns and technicians.  Nursing Service – provides care to patients as directed by physicians; grouped of nurses, midwives, ward attendants and orderlies, and is managed by the nurse supervisors in the administration of quality patient care. Each nursing unit has a head nurse who directs the work of the staff nurses, ward attendants and orderlies thoroughts their three shifts. Student nurses are affiliated for their learning experience are supervised by the Clinical Instructor and the nursing staff. IV. Support Services – Provide support to the entire hospital  Property and Central Supply is responsible for processing order, receiving, stocking and distributing all equipment and supplies used by the hospital; diagnosis, repair and preventive maintenance of hospital equipment; inventory of supplies.  Purchasing Section is responsible for buying all requests of supplies and equipment of the hospitals; searching and selecting suppliers.  Linen Section cleans and maintains hospital linen and patients’ gowns  Housekeeping and Maintenance maintains safe and clean environment include the cleaners, electricians, carpenters, gardeners and plumbers.  Security Services is responsible for the safety and protection of the people and property of the hospital.

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