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A problem-solving routine for improving hospital operations
Manimay Ghosh1, Durward K Sobek Ii
1Department of Operations Management and Decision Sciences, Xavier Institute of Management, Bhubaneswar, India.
Purpose:
The purpose of this paper is to examine empirically why a systematic problem-solving routine can play an important role in the process improvement efforts of hospitals.
Design/Methodology/Approach:
Data on 18 process improvement cases were collected through semi-structured interviews, reports and other documents, and artifacts associated with the cases. The data were analyzed using a grounded theory approach.
Findings:
Adherence to all the steps of the problem-solving routine correlated to greater degrees of improvement across the sample. Analysis resulted in two models. The first partially explains why hospital workers tended to enact short-term solutions when faced with process-related problems; and tended not seek longer-term solutions that prevent problems from recurring. The second model highlights a set of self-reinforcing behaviors that are more likely to address problem recurrence and result in sustained process improvement.
Research Limitations/Implications:
The study was conducted in one hospital setting.
Practical Implications:
Hospital managers can improve patient care and increase operational efficiency by adopting and diffusing problem-solving routines that embody three key characteristics.
Originality/Value:
This paper offers new insights on why caregivers adopt short-term approaches to problem solving. Three characteristics of an effective problem-solving routine in a healthcare setting are proposed.
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