West-coast health centre: "it's about time!"
Author: Butler, Charlotte ; Hassan, Faridah ; Rahim, Faizah A. ; Kum Siew, ChanINSEAD Area: Technology and Operations ManagementPublisher: Fontainebleau : INSEAD, 2010.Language: EnglishDescription: 17 p.Type of document: INSEAD CaseNote: Latest version available via https://publishing.insead.eduAbstract: A privately owned and internationally accredited tertiary care hospital located in southern Malaysia, WHC had grown fast and won many awards for excellence since its foundation in 1990. However, in 2006 a confidential national survey revealed high levels of dissatisfaction among its patients, notably concerning wait times. The case focuses on management attempts to identify the causes of this.Pedagogical Objectives: The case allows for an analysis and discussion of quality management and benchmarking issues in the context of a healthcare provider faced by changing industry dynamics and patients who are becoming more affluent and demanding. Although set in Malaysia, the issues raised are common to any health care provider.| Item type | Current location | Collection | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
|
Asia Campus Archives | Consultation only | |||||
|
|
Europe Campus INSEAD Publications Display | Consultation only | BC009241 |
Latest version available via <a href=https://publishing.insead.edu>https://publishing.insead.edu</a>
A privately owned and internationally accredited tertiary care hospital located in southern Malaysia, WHC had grown fast and won many awards for excellence since its foundation in 1990. However, in 2006 a confidential national survey revealed high levels of dissatisfaction among its patients, notably concerning wait times. The case focuses on management attempts to identify the causes of this.
The case allows for an analysis and discussion of quality management and benchmarking issues in the context of a healthcare provider faced by changing industry dynamics and patients who are becoming more affluent and demanding. Although set in Malaysia, the issues raised are common to any health care provider.
There are no comments for this item.