Effective Service Operations Management: Aligning Priorities in Healthcare Operations with Customer Preferences

Lu Kong (), Hessam Sadatsafavi () and Rohit Verma ()
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Lu Kong: University of South Florida
Hessam Sadatsafavi: Sentara Clinical and Business Intelligence Division
Rohit Verma: VinUniversity

A chapter in The Palgrave Handbook of Service Management, 2022, pp 801-822 from Springer

Abstract: Abstract In this chapter, we discuss three questions related to healthcare operations: (1) what are the most concerning issues in the U.S. healthcare system from its customers’ perspective? (2) What factors account for these perceptions? (3) Is there alignment between customer perceptions and healthcare operations research? A multi-year study shows that customers are concerned with (1) cost of care, (2) access and coverage, and (3) quality and efficiency. These concerns are found to be associated with health policies and sociodemographic characteristics. We then compare these concerns with published healthcare operations research and respectfully make suggestions for future healthcare operations research directions.

Keywords: Healthcare operations; Public perceptions; Health policy (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_38

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DOI: 10.1007/978-3-030-91828-6_38

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