Hospital Process Orientation (HPO): The development of a measurement tool
Gemmel, Paul Vandaele, Darline Tambeur, Wim
Gemmel, Paul
Vandaele, Darline
Tambeur, Wim
Citations
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Publication Type
Journal article with impact factor
Editor
Supervisor
Publication Year
2008
Journal
Total Quality Management & Business Excellence
Book
Publication Volume
19
Publication Issue
12
Publication Begin page
1207
Publication End page
1217
Publication NUmber of pages
Collections
Abstract
This paper looks at how process orientation can be measured using data from one large European university hospital. After a restructuring in divisions and the implementation of the care programmes and clinical pathways, hospital management came to the conclusion that they had no tools to evaluate if these changes were resulting in a process orientation on the work-floor. In agreement with hospital management, an existing tool of Business Process Orientation measurement was adopted and adapted to the specific context of healthcare. This paper reports on how the measurement tool was changed and validated in order to come up with a useful instrument to measure the process orientation of the employees in the hospital. The Hospital Process Orientation (HPO) tool can be useful to measure the effects of changes that are assumed to lead to more process orientation or even patient focus. In this way the pay-off of these investments can be made more tangible. The HPO tool offers hospitals a way to evaluate how they are evolving towards more process orientation.