Watch TV ads or look at local papers or magazine ads. Then, identify a local org

Watch
TV ads or look at local papers or magazine ads. Then, identify a local
organization that interests you, for example, a local health clinic for your
nearby hospital or a cancer support group. Find this organization’s website to
find the mission and vision statement. How does the health organization use
delivery strategies and support strategies to add value to the organization?
Here is
a video to help you understand Value Adding.

Module
Five addresses adding value strategically from two perspectives: service
delivery strategies and support strategies. To keep it simple, service delivery
strategies focus explicitly on the primary activities of the organization (the
delivery of services). Support strategies focus on the value-adding activities,
which include the organization’s culture, structure, and resources (Ginter,
Duncan, & Swayne, 2013).
There
are three essential components of an organization’s service delivery:
pre-service, point-of-service, and after-service . Each component is critical
for the success of the organization. Pre-service includes the promotion of the
organization and the services offered. What do you want your organization to be
known for? What does your organization do best for the community that it
serves? What are some of the first things that come to mind when you think of
brands like Nike and Apple?
Module Overview
Point-of-service
is what happens when your customer walks through your emergency room door. That
is when you make your mark on the customer. How long does it take for a nurse
or provider to triage or take care of the patient’s primary concern? If a
hospital admission is necessary, how long is the emergency wait time (from the
emergency room to hospital bed)? Once the patient gets on the unit floor, how
clean is the unit? How clean is the patient room? How pleasant is the staff?
How responsive is the staff to the patient needs? How do the patient and his or
her family interpret the care received from the care team?
After-service,
prior to the ACA 2010, there was push for continuity of care and penalties for
patients readmitted within 30 days of hospital discharge. Healthcare
organizations provided limited follow-up care to patients after discharge.
Patients were given prescriptions to fill following discharge, and there was no
follow-up to see if they could afford the medication or knew how to use the
medication. As a result, most returned to the emergency room to get their
medication or to see a doctor.
So,
when we talk about service delivery, we have to think about it not only from an
organization’s perspective but also from a patient perspective. Also, Ginter et
al. (2013) note that it is important to remember that service delivery
strategies and support strategies are not separate but rather interact and
complement each other. The organization’s culture, structure, and strategic
resources are in reality an inherent part of the pre-service, point-of-service,
and after-service activities.
References
Ginter,
P. M., Duncan, W. J., & Swayne, L. E. (2013).
The
strategic management of health care organizations (7th ed.). Hoboken, NJ:
Wiley.

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TV ads or look at local papers or magazine ads. Then, identify a local
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