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STRATGIC DECISIONS AND

EXECUTION PLAN FOR SQUARE


HOSPITAL
Course: Business Strategy

Prepared For:

Sheikh Morshed Jahan


Associate Professor, Institute of Business Administration
University of Dhaka

Customer satisfaction has become a serious concern in service sector. On


Healthcare industry, a number of initiatives have been introduced to enhance
customer satisfaction. With many healthcare-service options available, a recent
need has grown to increase customer satisfaction at hospitals. One area where
patients are often dissatisfied is in the time waiting to see a physician. SQUARE
hospital Bangladesh also faced this problem recently. There were hundreds of
people waiting in different floors all the time. Hospital remains crowded throughout
the day. This was not because of increase in their customer, rather a result of
unwanted delays and scheduling conflicts. Beside this problem people were always
complaining about their schedule and why they were getting late. Some unwanted
events also took place.
To deal with the problem that was faced by SQUARE hospital some strategies can be
implemented. Major strategies to solve this problem are
Developing integrated information systems: Health IT is critical to connecting
providers with information in real time. However, it's not enough to simply own the
technology; hospitals and health systems must perform sophisticated data mining
and analysis for continuous improvement in patient care and for the organization.
With several sources of electronic data, one clinic can create a single data
warehouse with information on patient satisfaction, core measures, physician
quality reporting, population health statistics, and billing.
Performing surveys: Designed and administered a proprietary patient survey that
focused on specific doctor-to-patient and nurse-to-patient emotional support and
communication behaviors such as whether or not providers introduce themselves to
patients or ask how they can help the patient.
Aligning hospitals, physicians, and other providers across the care
continuum: Described

as

shifting

paradigm

from

"competition

to

interdependency," Aligning providers across the care continuum is essential to true


partnerships and care coordination. Preliminary meetings with all providers and
acting on their suggestions can provide shared savings incentives to group
physicians, and shared data, including testimonials from patients.
Utilizing evidence-based practices to improve quality and patient safety:
Quality is directly tied to reimbursement. Some hospitals sought to improve the
outcomes of heart failure and pneumonia patients with a nurse reviewer identifying
high-risk patients. A multi-disciplinary team also reviewed cases that failed and
modified processes accordingly. They were able to achieve a more than 99 percent
compliance rate with CMS core measures, tied to its financial reimbursements.

Fast response to new service: Fast response to new service needs is suddenly
critical. As hospitals recruit key clinical staff and strengthen their areas of expertise
in response to market conditions, hospitals are seeking truly fast track projects, to
get high-revenue and highly visible services in place as quickly as possible.
Hospitals with urgent needs for complex new imaging equipment or specialized
services to support newly added staff are finding that the financial realties have made accelerated
design and premium-time construction efforts essential.
STRATEGY IMPLEMENTSTION PROCESS

STRATEGY

ACTION PLAN

EXPECTED
OUTCOME

Developing
integrated
information
systems

-Online registration process


-Data and profile reserving
-Online Payment system

-Easy process
-Reduced wait
time
-Better Customer
Satisfaction

Performing
surveys

-Team for regular collection of data from


customers
-Structured questionnaire
-For future reference
-Secondary data about other hospitals

- Better
Customer
service
experience
-For future
strategies

-Structured schedule of doctors


-Meetings with all physicians
-Meetings with stakeholders

-For building
strategies
-Better
Communication

Aligning
hospitals,
physicians, and
other providers
across the care
continuum

Fast response
to new service

- Recruit key clinical staff and strengthen


their areas of expertise
- new imaging equipment or specialized
services

-For new
customer
acquisition and
better service

Figure: STRATEGIC ROADMAP for SQUARE HOSPITAL