Process Management Impact on Clinical and Experiential Quality: Managing Tensions between Safe and Patient-Centered Healthcare

Chandrasekaran, A., C. Senot, K.K. Boyer. 2012. Process Management Impact on Clinical and Experiential Quality: Managing Tensions between Safe and Patient-Centered Healthcare. Manufacturing & Service Operations Management 14 (4): 548-566.

19 Pages Posted: 1 May 2015 Last revised: 21 May 2015

See all articles by Aravind Chandrasekaran

Aravind Chandrasekaran

The Ohio State University; Operations

Claire Senot

Tulane University

Kenneth K. Boyer

Michigan State University - Marketing & Supply Chain Management

Date Written: November 28, 2011

Abstract

This research investigates the effect of process management on clinical and experiential quality. Clinical quality measures hospital’s performance on patient safety, i.e. adherence to standards, while experiential quality relates to patient-centeredness, i.e. responsiveness to the needs and preferences of the patient. Drawing from the organizational learning literature, we argue for a tradeoff between clinical and experiential quality as hospitals emphasize process management. We also study how external and internal forces, i.e. state legislation and hospital leadership, influence this relationship. A combination of primary data and secondary data collected at various time intervals is employed to test our hypotheses. Four important implications emerge from this work. First, we find that hospitals emphasis on process management is associated with an increase in clinical quality but a decrease in experiential quality. Second, we find that state legislation initially reinforces this trade-off but, overtime, facilitates a positive impact of process management on both quality outcomes. Third, a post-hoc analysis suggests that a specific type of hospital leadership, namely patient-centered leadership, helps mitigate the negative association between process management and experiential quality. Finally, our research provides preliminary evidence regarding the relationship between clinical quality and patient satisfaction contingent on experiential quality. Implications for theory and practice are discussed.

Keywords: healthcare operations, process management, clinical and experiential quality, empirical research

Suggested Citation

Chandrasekaran, Aravind and Senot, Claire and Boyer, Kenneth K., Process Management Impact on Clinical and Experiential Quality: Managing Tensions between Safe and Patient-Centered Healthcare (November 28, 2011). Chandrasekaran, A., C. Senot, K.K. Boyer. 2012. Process Management Impact on Clinical and Experiential Quality: Managing Tensions between Safe and Patient-Centered Healthcare. Manufacturing & Service Operations Management 14 (4): 548-566.. Available at SSRN: https://ssrn.com/abstract=2600614

Aravind Chandrasekaran

The Ohio State University ( email )

2100 Neil Avenue
Columbus, OH 43210-1144
United States

Operations ( email )

2100 Neil Avenue
Columbus, OH 43210-1144
United States

Claire Senot (Contact Author)

Tulane University ( email )

6823 St Charles Ave
New Orleans, LA 70118
United States

HOME PAGE: http://clairesenot.com

Kenneth K. Boyer

Michigan State University - Marketing & Supply Chain Management ( email )

East Lansing, MI 48824-1121
United States
517 432-5535, ext. 268 (Phone)

Register to save articles to
your library

Register

Paper statistics

Downloads
20
Abstract Views
209
PlumX Metrics