IMPROVEMENT OF THE PERFORMANCE OF THE EMERGENCY DEPARTMENTS USING THE VALUE CHAIN TECHNIQUE

Abstract

ABSTRACT : This Research work is intended to suggest how to improve the performance of the emergency department in the Salmaniya Medical Complex. The technique adopted in this work is the value chain analysis technique, by considering the performance of activities, management aspects and technologies in use with a focus on the impact on the patients. Extensive field studies were carried out in order to understand the function and the activities of the emergency department. The Value Chain analysis Technique was utilized to analyze these activities and find the interlink between them, which assisted in recommending the required actions to improve the healthcare of services. The field's information is gathered by structured questionnaires and interviews. The interviewers were: registration clerks, nurses, physicians, technicians and patients. A regular session of discussions with the management staff of the department was also carried out. The results of the questionnaires have been derived by using the statistical analysis (SPSS), together with the researcher's field observations. The analysis of these results has identified possible problems that reflect on specific activities within the processes in the emergency department. These activities have been analyzed and their relations with other activities and responses have been determined. The performance of the chosen healthcare provider, i.e. the Emergency Department, was assumed to be evaluated through a number of evaluating parameters (performance indices). These parameters characterize the healthcare services. The evaluating parameters are: Reliability, Responsiveness, Empathy, Assurance, Cost, and Satisfaction. Factors that affect these evaluating parameters have been defined after consultation with practitioners and management as well as reviewing similar studies and researches worldwide. Possible deficiency of any of these factors has then been measured through predefined indicators. The analyses of the measured indicators have enabled the researcher to identify a number of problems. Six types of problems are discussed that are concerned with: Documentation Preparation (Registration), Documentation Movement, Staff Shortage, Equipment & Investigation Test, Medical Records (including history) and Non-Urgent cases. The conclusion and the main recommendations have been set which would improve the medical services in the emergency department in Salmaniya Medical Complex. These recommendations include: the introduction of an Automated Healthcare Information System, the empowerment of the staff, the upgrading of the medical equipment, the treatment of non-urgent cases, and the enhancement of public awareness and knowledge about health aspects.