Service Industry Aspects of Healthcare

02/23/2022 Compiled by Valmeek Kudesia

End-to-End Healthcare is A Service

• 80% non-medical factors determine outcome

  • Individual's ability to influence, participate, expectations

  • Satisfaction based on individual's experience

  • Service must be reworked if unsatisfactory per individual or outcome (see value demand vs failure demand in healthcare)

• People present to healthcare system with variation that is inherent to the reality of the customer

  • Cumulative effects of past experiences, treatments, or lack thereof

  • System cannot exert "up-stream quality control" to discard individuals before intake, like manufacturing. Imagine scenario:

    • Car factory cannot exert quality control upon size of doors received from upstream supplier

    • Cars produced at end of line must fit standard specifications or must be reworked (see value demand vs failure demand in healthcare)

  • System cannot "recover" prior state of individual before intake

• Individual customer themselves are input into production process (not just design/intake)

  • Need role that customer can honestly fill see customer-based or service-demand variety

  • Individual's ability to carry-out role is varied

• System cannot pre-manufacture services or hold services in inventory; always triggered by demand i.e. [[pull-system]]