Page 37 - February 2017

H EALTHCARE E DUCATION

Building Competencies in Healthcare Operations

In a changing healthcare This approach overcomes in the complex and dynamic environment falls in rehabilitation and skilled nursing
environment of limited the limitations of many of healthcare. facilities, improving timeliness of in-
resources, in which chang- traditional text books in Managing the supply chain is a core patient therapy, limiting the spread of
ing patient demands and an this field which tend to be operational responsibility. A supply chain MRSA in hospitals, limiting the cases of
increasing focus on value- uneven in their coverage consists of all organizations involved, patients leaving the emergency depart-
for-service and patient-cen- of a rapidly evolving directly or indirectly, in fulfilling a cus- ment without being seen or against med-
tered care are driving industry. The course also tomer request. Supply chains in healthcare ical advice, reducing incidents of insur-
change, healthcare managers integrates a Six Sigma care are complex and global in nature as ance denials, improving pharmaceutical
must develop skills to sys- green belt certification evident in pharmaceutical industry supply packaging processes, improving the physi-
tematically manage their within it. To earn this cer- chains. Students learn the various dimen- cian credentialing process, increasing
organization’s healthcare tification, students suc- sions of the global healthcare supply chain patient flow and patient satisfaction in
delivery systems. Concerns cessfully complete an through readings and case studies. dental practices, and care coordination.
about cost, quality, safety exam and team projects Specifically, the flu- vaccine supply chain Through the various topics discussed in
and access only amplify the BY DR. RAVI BEHARA that are typically based in from creation to delivery is explored in a this course and the Six Sigma project, this
challenges of efficiency and their organizations. Case U.S. context, as is the global offshoring of course provides students with a sound
effectiveness. So it is imper- analyses and projects are healthcare delivery. Healthcare Operations basis for improving and effectively manag-
ative that managers, care providers, opera- team efforts in this course. This usually cannot be understood without a deeper ing their operations.
tions consultants, and decision-makers in helps diffuse learning across the various understanding of the impact of innovation Operations Management is a practice,
organizations that support healthcare healthcare domains of the students. and technology on healthcare delivery. very much like clinical patient care. It
delivery adopt more systematic and rigor- The course begins by taking a broad Specifically, the course explores the use of should be treated like that by building the
ous approaches to managing healthcare view of Operations and its importance to social networks in healthcare, the develop- practice on the foundation of sound theo-
delivery systems. the success of any organization. The U.S. ments in mobile healthcare, and the ry. This graduate EMHA course provides
The Healthcare Operations course in the healthcare market and those in other parts emerging critical area of healthcare analyt- students with an advanced understanding
Executive Masters in Health of the world are reviewed. The course ics. These advances are bound to continue of the concepts of Operations while main-
Administration (EMHA) program in the reflects on the various industries involved to provide both challenges and opportuni- taining the pragmatic aspects of its prac-
College of Business at Florida Atlantic including care delivery systems, insurance ties to deliver more effective patient care. tice.
University addresses this challenge. providers, government services, pharma- An integrative feature of the course is
Operations are a core function in every ceutical industry, and device manufactur- the Six Sigma green belt project. Here, stu- Dr. Ravi Behara is Executive Master of
organization, in for-profit and not-for- ers. This sets the stage for a more compre- dent teams apply Six Sigma principles to Health Administration Professor, College of
profit organizations, as well as in govern- hensive perspective of Operations in the an operational challenge in their work Business at Florida Atlantic University.
ment and non-governmental agencies. The industry. environment. Typical projects undertaken For more information,
discipline of Operations is primarily about Understanding process management is by students in this course include efforts to visit executiveeducation.fau.edu.
the design and delivery of goods and serv- at the heart of any Operations. Effective reduce patient hospital readmissions and
ices. This course helps students develop and efficient delivery of services is based unnecessary admissions, reducing risk of
competencies in the design and delivery of on well designed and robust processes. A
healthcare services. The course introduces complex but very visible process in health-
students to fundamental Operations care delivery is a hospital Emergency
Management principles in the healthcare Department (ED). Improving ED patient
services context. Students learn to recog- flows is both a safety and a cost issue, in
nize, diagnose, design, and apply opera- addition to timely care. The intricacies of
tions concepts to effectively manage and this process are analyzed with an in-depth
improve delivery systems. These concepts case analysis.
include operations strategy, process man- The Healthcare Operations course has a
agement, lean six sigma quality, patient major module on quality, safety and
satisfaction, patient safety, supply chain patient satisfaction. Here students learn
management, and innovation. the core principles of Lean Six Sigma and
Students in this course typically come are also introduced to the related tools
from a variety of healthcare-related areas through basic applications. A case study
that range from clinical providers to those that involves managing the quality of tis-
involved in managing the system. Students sue samples in the biotech research and
in every class usually reflect the diverse development process provides a basis for
expertise that is typical of the heteroge- deeper look a quality management
neous healthcare industry. Key objectives processes. But an understanding of quality
of the course are to further develop stu- in healthcare, by its very nature, cannot be
dents’ critical thinking in operations by complete without a deeper understanding
leveraging their experience, while also of patient safety and patient satisfaction.
helping them develop skills that can be Best practices from a leader in the field, the
deployed in their respective work environ- Cleveland Clinic, provide the context to
ments. The course is designed to be both learn more about how patient satisfaction
academically rigorous and professionally can be achieved. A critical evaluation of
pragmatic. the HCAHPS survey also gives students a
The Healthcare Operations course is basis for improving patient satisfaction.
based on a set of contemporary case stud- Patient safety is central to healthcare. So
ies and readings, and is supported by lec- an in-depth understanding of safety sci-
tures on specific Operations topics. ence frameworks is provided to place
Students are also introduced to a variety of healthcare safety in context. Readings in
online resources that they can continue to this area help students develop an appreci-
use professionally beyond the program. ation of the complexity of managing safety

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