Bombay Hospital Indore: Administration of Patient Discharge Services
(3 pages of text)
In 2016, a summer intern at Bombay Hospital Indore, in India, was tasked with evaluating the hospital’s patient discharge process. Two types of insured patients required different discharge processes for the payment of outstanding balances. The intern needed to map the respective processes and project the outcomes of (1) moving from the current two parallel systems to one centralized, or pooled, system; and (2) adding a third staff member to process patient discharges and collect payments. Would these suggested solutions resolve the problem of wait times? Would one be more effective than the other?
This case is intended for undergraduate- and graduate-level courses on management science, operations management, or queuing and waiting-line models. The case is also suitable for a discussion on hospital management that focuses on improving health care service delivery. After working through the case and assignment questions, students will be able to
- discuss and appreciate queuing concepts;
- explain the reason for the formation of queues even when sufficient capacity exists;
- develop modelling skills to mimic real-world situations and test the changes through computer modelling or computer simulation; and
- evaluate managerial decisions and explain how to implement them.
Health Care Services
India, Medium, 2019
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