Hkgj

Hkgj

 Case
 Study
 

  The
  Harvard
  University
  Health
  Service
  (UHS)
  operates
  primarily
  as
  a
  health
  maintenance
  organization.
  One
 of
 its
 main
 means
 of
 delivering
 health
 care
 services
 is
 through
 Walk-­‐in-­‐Clinic.
 Partially,
 in
 response
  to
 complaints
 of
 excessive
 waiting
 times,
 a
 “triage”
 system
 was
 introduced
 in
 1979,
 to
 screen
 incoming
  patients
  and
  direct
  them
  to
  either
  a
  physician
  or
  a
  nurse
  practitioner.
  A
  year
  later,
  the
  UHS
  Assistant
  Director
  for
  Ambulatory
  Care
  is
  reviewing
  the
  results
  of
  this
  new
  system
  and
  must
  decide
  where
  waiting
  times
 are
 now
 acceptable.
 In
 addition,
 she
 must
 decide
 whether,
 and
 how,
 to
 deal
 with
 patients
 who,
  rather
 than
 seeing
 the
 first
 available
 physician,
 ask
 to
 see
 a
 specific
 physician.
 
 
  Your
  task
  is
  to
  assist
  UHS
  Assistant
  Director
  for
  Ambulatory
  Care,
  Angell,
  in
  making
  these
  decisions
  by
  analyzing
 the
 current
 system
 only.
 
 
  In
 this
 case
 study,
 you
 will
 apply
 systems
 thinking
 methodology
 thorough
 understanding
 of
 the
 situation.
  That
  is,
  in
  your
  analysis,
  you
  should
  not
  only
  consider
  managerial
  and
  psychological
  aspects
  of
  the
  issue,
  but
 also
 refer
 to
 your
 knowledge
 on
 process
 flow,
 planning,
 and
 so
 on.
 
  You
 are...