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Watch TV ads or look at local papers or magazine ads. Then, identify a local org
Watch TV ads or look at local papers or magazine ads. Then, identify a local organization that interests you, for example, a local health clinic for your nearby hospital or a cancer support group. Find this organization's website to find the mission and vision statement. How does the health organization use delivery strategies and support strategies to add value to the organization? Here is a video to help you understand Value Adding. Module Five addresses adding value strategically from two perspectives: service delivery strategies and support strategies. To keep it simple, service delivery strategies focus explicitly on the primary activities of the organization (the delivery of services). Support strategies focus on the value-adding activities, which include the organization’s culture, structure, and resources (Ginter, Duncan, & Swayne, 2013). There are three essential components of an organization’s service delivery: pre-service, point-of-service, and after-service . Each component is critical for the success of the organization. Pre-service includes the promotion of the organization and the services offered. What do you want your organization to be known for? What does your organization do best for the community that it serves? What are some of the first things that come to mind when you think of brands like Nike and Apple? Module Overview Point-of-service is what happens when your customer walks through your emergency room door. That is when you make your mark on the customer. How long does it take for a nurse or provider to triage or take care of the patient’s primary concern? If a hospital admission is necessary, how long is the emergency wait time (from the emergency room to hospital bed)? Once the patient gets on the unit floor, how clean is the unit? How clean is the patient room? How pleasant is the staff? How responsive is the staff to the patient needs? How do the patient and his or her family interpret the care received from the care team? After-service, prior to the ACA 2010, there was push for continuity of care and penalties for patients readmitted within 30 days of hospital discharge. Healthcare organizations provided limited follow-up care to patients after discharge. Patients were given prescriptions to fill following discharge, and there was no follow-up to see if they could afford the medication or knew how to use the medication. As a result, most returned to the emergency room to get their medication or to see a doctor. So, when we talk about service delivery, we have to think about it not only from an organization’s perspective but also from a patient perspective. Also, Ginter et al. (2013) note that it is important to remember that service delivery strategies and support strategies are not separate but rather interact and complement each other. The organization’s culture, structure, and strategic resources are in reality an inherent part of the pre-service, point-of-service, and after-service activities. References Ginter, P. M., Duncan, W. J., & Swayne, L. E. (2013). The strategic management of health care organizations (7th ed.). Hoboken, NJ: Wiley.

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