Presenting a Process Model for the Outsourcing of Medical Service Operations based on a Good Governance Approach: a Qualitative Study

R. Moradi, B. Kargarshahamat, S. Baghersalimi
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Abstract

Background & objectives: Outsourcing refers to the transfer of services or functions (which are traditionally performed by the organisation itself) to an external supplier, and their control is done through a contract or cooperative management. This study aimed to explain the medical service operations outsourcing process model based on the good governance approach. Methods: In this research, a grounded theory approach was used. The population and statistical sample of the qualitative stage were ten senior managers of medical sciences universities in Region 2 who were interviewed. Coding was done in three basic steps according to the analysis results. The research questions obtained were categorised into six factors. Therefore, all the identified factors are part of the outsourcing process model of medical service operations. According to the model and the results of the measured models, all the research tools had a suitable and acceptable fit. Results: The study examined the outsourcing process model of treatment service operations and identified various components, influential consequences, effective causal factors, effective intervening factors, effective background factors, and strategies for management. The components of the outsourcing process model included organizational management; patients demand management, financial resources management, human resource management, business process management, information technology, and management of service accessibility by patients. The influential consequences of the model included the integration of intra-organizational services and the integration of extra-organizational services. The effective causal factors of the model included the management system and synchronization of the workforce with customer-oriented services. The effective intervening factors of the model included technical and specialized knowledge, supervisory system, organizational policies, regulations and laws, and notification system. The effective background factors of the model included the service supply and demand system, investment, and prevailing competitive conditions. Lastly, the strategies for management included professional ethics and spiritualism. Conclusion: With a qualitative approach, this research has presented the pattern of the process of outsourcing treatment services operations based on the good governance approach in the form of a theory, and through it, the efficiency of treatment service outsourcing can be well interpreted and explained.
基于善治方法的医疗服务业务外包流程模型:定性研究
背景与目标:外包是指将服务或职能(传统上由组织本身执行)转移给外部供应商,并通过合同或合作管理对其进行控制。本研究旨在解释基于善治方法的医疗服务运营外包流程模式。研究方法本研究采用基础理论方法。定性阶段的研究对象和统计样本是第二区医科大学的 10 名高级管理人员,他们都接受了访谈。根据分析结果分三个基本步骤进行编码。获得的研究问题被归类为六个因素。因此,所有确定的因素都是医疗服务业务外包流程模型的一部分。根据模型和测量模型的结果,所有研究工具都具有合适且可接受的拟合度。研究结果本研究对诊疗服务业务外包流程模型进行了研究,确定了各种构成要素、影响后果、有效因果因素、有效干预因素、有效背景因素和管理策略。外包流程模型的组成部分包括组织管理、患者需求管理、财务资源管理、人力资源管理、业务流程管理、信息技术和患者服务可及性管理。该模型的影响结果包括组织内服务整合和组织外服务整合。该模型的有效因果因素包括管理系统和劳动力与客户导向服务的同步。该模型的有效干预因素包括技术和专业知识、监督系统、组织政策、规章和法律以及通知系统。该模式的有效背景因素包括服务供需系统、投资和当时的竞争条件。最后,管理策略包括职业道德和精神。结论本研究采用定性的方法,以理论的形式呈现了基于善治方法的治疗服务外包运营过程的模式,并通过该模式很好地解释和说明了治疗服务外包的效率。
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