نوع مقاله : مقاله پژوهشی
نویسندگان
1 دانشیار، گروه مدیریت صنعتی، دانشکده علوم اداری و اقتصاد، دانشگاه ولی عصر (عج) رفسنجان، ایران
2 دانشجوی کارشناسی ارشد، مدیریت صنعتی، دانشکده علوم اداری و اقتصاد، دانشگاه ولی عصر (عج) رفسنجان، رفسنجان، ایران
چکیده
مقدمه: مدیریت خدمات بیمارستانی پایدار ضمن اینکه به مراقبت از بیمار اهمیت می‌دهد، مسائل اقتصادی و زیست محیطی را نیز در نظر می‌گیرد. هدف پژوهش حاضر، شناسایی، تحلیل سناریو و واکاوی محرک‌های اثرگذار و اثرپذیر مدیریت خدمات پایدار در بیمارستان‌های شهر کرمان است.
روش بررسی: مطالعه حاضر از نوع ترکیبی است که در سال 1402 انجام شد. جامعه‌ی آماری این پژوهش خبرگان بیمارستان‌های شهر کرمان (شامل پزشکان، مدیران بیمارستان، معاونین توسعه وپشتیبانی و معاونین اداری) با حداقل 10 سال سابقه کار و سابقه فعالیت به عنوان مدیر یا مشاور در بیمارستان‌های شهر کرمان است که با روش گلوله‌برفی 10 نفر از خبرگان به عنوان نمونه انتخاب شدند. بر این اساس در ابتدا طبق ادبیات پژوهش با بررسی 19 مقاله مرتبط و نظرخواهی از خبرگان بیمارستانی، محرک‌های مدیریت خدمات پایدار در حوزه سلامت شناسایی شد. سپس با روش نقشه شناختی فازی داده‌ها تحلیل شد و در ادامه سناریو رو به جلو و عقب انجام شد.
یافته‌ها: نتایج نشان داد که 18 محرک در مدیریت خدمات پایدار در حوزه سلامت وجود دارد که محرک اصلاح ساختار سازمانی با وزن 90/5 از تاثیرگذاری بالا و محرک سیستم مدیریت پسماند بیمارستانی با وزن 40/2 از تاثیرپذیری بالا برخوردار هستند. همچنین سناریو رو به جلو نشان داد اصلاح ساختار سازمانی منجر به افزایش شهرت درک شده بیمارستان خواهد شد و در سناریو رو به عقب برای رسیدن به مدیریت پسماند بیمارستانی باید ابتدا به استقرار مفهوم بیمارستان سبز توجه شود.
نتیجه‌گیری: با توجه به نتایج پژوهش پیشنهاد می‌شود که به محرک اصلاح ساختار سازمانی در بیمارستان‌ها توجه ویژه شود. زیرا زمینه پایداری را در زنجیره تامین و خدمات بیمارستان مهیا می‌کند و نتیجه آن ایجاد تصویر مثبت از بیمارستان است. همچنین با استقرار مفهوم بیمارستان سبز سیستم مدیریت پسماندهای بیمارستانی بهبود خواهد یافت.
کلیدواژه‌ها
موضوعات
عنوان مقاله [English]
Scenario analysis and analysis of the drivers of sustainable service management in the health sector
نویسندگان [English]
- salim karimi takalo 1
- ehsan bakhshi khorde bolagh 2
1 .Assistant Professor, Management Department, Faculty of Administrative Sciences and Economics, Vali-e- Asr University of Rafsanjan, Rafsanjan, Iran
2 Msc student, Management, Management Department, Faculty of Administrative Sciences and Economics, Vali-E- Asr University of Rafsanjan, Rafsanjan, Iran
چکیده [English]
Introduction: Management of sustainable hospital services, while giving importance to patient care, also considers economic and environmental issues. The aim of the current research is to identify, analyze the scenario and analyze the effective drivers of sustainable service management in the hospitals of Kerman
Methods: The present study is a quantitative study that was conducted in 1402. The statistical population of this research is all the experts of Kerman hospitals (including doctors, hospital managers, development and support assistants and administrative assistants) with at least 10 years of work experience and working experience as managers or consultants in Kerman hospitals. 10 experts were selected as samples by snowball method. Based on this, at first, according to the research literature and soliciting opinions from hospital experts, the drivers of sustainable service management in the health field were identified. Then, the data was analyzed with the method of fuzzy cognitive mapping, and then forward and backward scenarios were performed.
Results: The results showed that there are 18 drivers in the management of sustainable services in the health field, the driver of reforming the organizational structure with a weight of 5.90 has high effectiveness and the driver of hospital waste management system with a weight of 2.40 has high effectiveness. Also, the forward scenario showed that reforming the organizational structure will lead to the perceived reputation of the hospital, and in the backward scenario, in order to achieve hospital waste management, first attention should be paid to the construction of the green hospital building.
Conclusion: According to the results of the research, it is suggested to pay special attention to the incentive to reform the organizational structure in hospitals. Because it provides stability in the supply chain and services of the hospital, and the result is creating a positive image of the hospital. Also, with the construction of the green hospital building, the hospital waste management system will be improved.
کلیدواژه‌ها [English]
- : Service management
- sustainable services
- health sector
- Pasinringi SA, Rivai F, Arifah N, Rezeki SF. The relationship between service quality perceptions and the level of hospital accreditation. Gaceta Sanitaria. 2021 Jan 1;35:S116-9.
- Nguyen NX, Tran K, Nguyen TA. Impact of service quality on in-patients’ satisfaction, perceived value, and customer loyalty: A mixed-methods study from a developing country. Patient preference and adherence. 2021 Nov 17:2523-38.
- Bastani P, Mohammadpour M, Bahmaei J, Ravangard R, Mehralian G. Hospital management by health services management graduates: the change paradigm in Iran. Heliyon. 2021 Nov 1;7(11).
- Karltun A, Sanne JM, Aase K, Anderson JE, Fernandes A, Fulop NJ, Höglund J, Andersson-Gare B. Knowledge management infrastructure to support quality
- Mirghafoori, S. H., Sharifabadi, A. M., & Takalo, S. K. (2018). Development of causal model of sustainable hospital supply chain management using the
- Mirghafoori, S. H., Morovati Sharifabadi, A., & Karimi Takalo, S. (2018). Configuration of sustainable supply chain of health services using the Fuzzy Cognitive
- Mohiuddin AK. An extensive review of patient health-care service satisfaction in Bangladesh. Adesh University Journal of Medical Sciences & Research. 2020 Jul 23;2(1):5-16.
- Moshood TD, Sorooshian S, Nawanir G, Okfalisa S. Efficiency of medical technology in measuring service quality in the Nigerian healthcare sector. International Journal of Africa Nursing Sciences. 2022 Jan 1;16:100397.
- Osorio‐González CS, Hegde K, Brar SK, Avalos‐Ramírez A, Surampalli RY. Sustainable healthcare systems. Sustainability: Fundamentals and Applications. 2020 May 4:375-96.
- Sassanelli C, Arriga T, Zanin S, D'Adamo I, Terzi S. Industry 4.0 driven result-oriented PSS: an assessment in the energy management. International Journal of Energy Economics and Policy. 2022;12(4):186-203.
- Mousa SK, Othman M. The impact of green human resource management practices on sustainable performance in healthcare organisations: A conceptual framework. Journal of cleaner production. 2020 Jan 10;243:118595.
- Shortell SM, Blodgett JC, Rundall TG, Henke RM, Reponen E. Lean management and hospital performance: adoption vs. implementation. The Joint Commission Journal on Quality and Patient Safety. 2021 May 1;47(5):296-305.
- Kosherbayeva L, Kalmakhanov S, Hailey D, Pazilov S, Seiduanova L, Kozhamkul R, Jaworzynska M, Bazhanova AE, Juraeva N, Jarylkasynova G. Rethinking priorities in hospital management: a case from Central Asia. Health Policy and Technology. 2020 Sep 1;9(3):391-6.
- Lee SM, Lee D. Effects of healthcare quality management activities and sociotechnical systems on internal customer experience and organizational performance. Service Business. 2022 Mar;16(1):1-28.
- Berry LL. Designing connection into healthcare services. Journal of Service Management. 2020 Nov 12;31(5):861-8.
- Van Vooren NJ, Steenkamer BM, Baan CA, Drewes HW. Transforming towards sustainable health and wellbeing systems: Eight guiding principles based on the experiences of nine Dutch Population Health Management initiatives. Health Policy. 2020 Jan 1;124(1):37-43.
- Ostrom AL, Field JM, Fotheringham D, Subramony M, Gustafsson A, Lemon KN, Huang MH, McColl-Kennedy JR. Service research priorities: managing and delivering service in turbulent times. Journal of Service Research. 2021 Aug;24(3):329-53.
- Tushar SR, Alam MF, Bari AM, Karmaker CL. Assessing the challenges to medical waste management during the COVID-19 pandemic: Implications for the environmental sustainability in the emerging economies. Socio-Economic Planning Sciences. 2023 Jun 1;87:101513.
- Lamperti S,Cavallo A, Sassanelli C. Digital servitization and business model innovation in SMEs: A model to escape from market disruption. IEEE Transactions on Engineering Management. 2023 Jan 16.
- Tseng ML, Chang CH, Lin CW, Wu KJ, Chen Q, Xia L, Xue B. Future trends and guidance for the triple bottom line and sustainability: A data driven bibliometric analysis. Environmental Science and Pollution Research. 2020 Sep;27:33543-67.
- Mehra R, Sharma MK. Measures of sustainability in healthcare. Sustainability Analytics and Modeling. 2021 Jan 1;1:100001.
- Amos D, Au-Yong CP, Musa ZN. Developing key performance indicators for hospital facilities management services: a developing country perspective.
- de Oliveira KB, dos Santos EF, Neto AF, de Mello Santos VH, de Oliveira OJ. Guidelines for efficient and sustainable energy management in hospital buildings.
- Wagrell S, Havenvid MI, Linné Å, Sundquist V. Building sustainable hospitals: A resource interaction perspective. Industrial Marketing Management. 2022 Oct 1;106:420-31.
- Wulandari AR, Rachmawaty R, Ilkafah I, Erfina E. Patient satisfaction towards healthcare quality in Indonesian Public Hospital. Enfermeria Clinica. 2021 Dec 1;31:S745-50.
- Peng J, Wu X, Wang R, Li C, Zhang Q, Wei D. Medical waste management practice during the 2019-2020 novel coronavirus pandemic: Experience in a general hospital. American journal of infection control. 2020 Aug 1;48(8):918-21.
- Chauhan A, Jakhar SK, Jabbour CJ. Implications for sustainable healthcare operations in embracing telemedicine services during a pandemic. Technological Forecasting and Social Change. 2022 Mar 1;176:121462.
- Ferreira DC, Marques RC. Public-private partnerships in health care services: Do they outperform public hospitals regarding quality and access? Evidence from Portugal. Socio-Economic Planning Sciences. 2021 Feb 1;73:100798.
- Perez-Valls M, Cespedes-Lorente J, Martínez-del-Río J, Antolin-Lopez R. How Organizational Structure Affects Environmental Responsiveness. InAcademy of Management Proceedings 2015 (Vol. 2015, No. 1, p. 17969). Briarcliff Manor, NY 10510: Academy of Management.
- Shaabani Y, Vafaee Najar A, Shafiee MN, Meraji M, Hooshmand E. Designing a green hospital model: Iranian hospital. International Journal of Healthcare Management. 2020 Dec 15;13(sup1):427-33.
- García-Alcaraz, J. L., Montalvo, F. J. F., Sánchez-Ramírez, C., Avelar-Sosa, L., Saucedo, J. A. M., & Alor-Hernández, G. (2021). Importance of organizational structure for TQM success and customer satisfaction. Wireless Networks, 27(3), 1601-1614..
improvement: A qualitative study of maternity services in four European hospitals. Health Policy. 2020 Feb 1;124(2):205-15.
Intuitionistic Fuzzy Cognitive Map (IFCM) method. Journal of Industrial Engineering and Management (JIEM), 11(3), 588-605.
Mapping Method: A case study on the hospitals of Kerman, Iran. Journal of Health Promotion Management, 7(2), 9-17.[In Persian].
Engineering, Construction and Architectural Management. 2020 Oct 8;27(9):2715-35.
Journal of Cleaner Production. 2021 Dec 20;329:129644.
)