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Business processes and performance management of medium-sized outpatient clinics through the Sars-Cov-19 period. A case study from Poland

Bitkowska Agnieszka, Korneta Piotr, Hawrysz Liliana

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2022

z. 160

95--108

Purpose: The purpose of this paper is to study how the Sars-Cov-19 pandemic has affected the processes and performance management of medium-sized outpatient clinics in Poland. Given the novelty of the studied area and lack of relevant literature, the case study approach has been employed. Design/methodology/approach: The case study was performed at CortenMedic, a medium 17 sized outpatient clinic located in Poland. We analyzed materials obtained from CortenMedic and interviewed its management board. Following an in-depth restructuring of processes, performance management, and business processes management governance, the CortenMedic adjusted to an environment and has taken advantage of opportunities. Findings: As a result, the CortenMedic recognized outstanding results superior to those before the Sars-Cov-19 period. This study shows that the business processes management and performance management should be dynamic and follow the changes identified inside and outside the companies. The changes through Sars-Cov-19 appear very quickly and are of temporary nature. We postulate the threat of the Sars-Cov-19 pandemic can be converted by the healthcare organizations into an opportunity. Research limitations/implications: Several limitations of our research must be acknowledged. Firstly, we shall note we based our study on only one organization located in Poland. Since we do not compare our results with other Polish and European clinics, obtained in this study results might not be generalizable. Practical implications: The increased role of BPM governance in the pandemic period, as compliance with processes, especially with work safety standards, become of utmost importance, posing a thrill of infection otherwise. In this sense, the postulates of this study might be applicable to other healthcare services providers. Additionally, the results of the paper can provide guidance to a decision-maker or management staff through improving the structure of primary and secondary processes depending on the needs and expectations of a dynamic environment. Social implications: The article’s findings may still offer astute insights to researchers and practitioners who wish to consider more information regarding the importance of the BPM and PM in the healthcare sector through the business process restructuring. Originality/value: The added value of the article is the answer to the question study how the Sars-Cov-19 pandemic has affected the BPM and performance management (PM) of medium 6 sized outpatient clinics in Poland.

Performance management system for primary healthcare services providers

Korneta Piotr

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2021

z. 153

239--257

Purpose: The purpose of this paper is to identify critical areas of primary healthcare services providers and to develop a performance management framework for these organizations. Design/methodology/approach: Firstly, 12 semi-structured interviews with decision makers experienced with management of primary healthcare services providers are being conducted. Next, based on obtained results, holistic conclusions and the performance management system for primary healthcare services providers are being provided. Findings: Performance management of primary healthcare services providers is highly reliant on significant stakeholders, namely: patients, medical doctors, nurses and midwifes, stockholders and National Healthcare Fund. Failure to include any of stated stakeholders would result in considerable underperformance. The proposed framework postulates to focus on the performance management of the following 3 areas: (1) operations management, (2) risk and compliance and (3) development so that stated stakeholders are satisfied and provide, in exchange, their contribution to the organization. Research limitations/implications: The scope of this paper has been limited only to small and medium sized clinics located in Poland. Practical implications: Proposed in this study performance management framework, due to its simplicity, should be a useful tool for practitioners to adapt and apply in their organizations. Originality/value: The first performance management framework for primary healthcare services providers in Poland is being proposed. Since, the proposed framework acknowledges wider society, the developed concept should provide sustainable solutions for organizations willing to implement it.