Kropf R, Szafran A J
Hosp Health Serv Adm. 1988 Summer;33(2):213-20.
This article describes how managers of outpatient diagnostic radiology services can develop a competitive advantage by increasing the value of services to patients and referring physicians. A method is presented to identify changes to services that increase their value. The method requires the definition of the "value chains" of patients and referring physicians. Particular attention is paid to the use of information systems technology to suggest and implement service changes. A narrow range of health services was selected because the approach requires a detailed understanding of consumers and how they use services. The approach should, however, be examined carefully by managers seeking to develop a competitive advantage for a wide range of health services.
本文描述了门诊诊断放射科服务的管理者如何通过提高服务对患者和转诊医生的价值来获得竞争优势。文中提出了一种方法来识别能增加服务价值的服务变更。该方法需要定义患者和转诊医生的“价值链”。特别关注利用信息系统技术来建议并实施服务变更。由于该方法需要详细了解消费者及其使用服务的方式，所以选择了范围较窄的健康服务。然而，寻求为广泛的健康服务打造竞争优势的管理者应仔细审视这种方法。
