Impact statement: From the physician perspective

Abstract

In a context of resource scarcity, healthcare delivery efficiency and efficacy are considered as key objectives to combine the challenges of both cost and quality. From this perspective, care coordination or an integrated caremodel centered on the patient are pointed to as major issues for care providers and patient empowerment in the care process. From the medical literature, healthcare delivery transformation has to come from crosstalk between engineers, care providers, managers, sociologist, industrials and patients, with some authors suggesting to involve both patients and care providers as co-designers of healthcare services to achieve these objectives (Lee et al., 2015; Robert et al., 2015). Taking the example of outpatient chemotherapy planning, Lamé et al., the next article in this issue, illustrates the complexity of the care process, the interdependencies of organizational structure, and the multiplicity of stakeholders involved to perform the process of chemotherapy delivery. This article points out the difficulty of combining and organizing the activities of two departments to increase chemotherapy delivery efficiency while integrating all of the actors’ expectations and constraints in the overall process.While patient satisfaction or waiting time are relevant indicators to assess service quality, they are