Minnesota State University MoorheadMHA 651
Healthcare Operations Management
Case Study Part 1 – Worth 50 points
Purpose: This activity will expose the student to a case study that covers elements related to operations management. The first part of
the case study will explore issues related to stakeholder analysis, organizational planning, market analysis (with supporting tools),
proactive root cause analysis, plan to overcome potential barriers, patient satisfaction, mission, vision, and strategic goal development
in regard to implementing a new service line.
Assignment Details: Read the case study information below and complete the following activities. You can view a video explanation
here: CLICK HERE FOR VIDEO INSTRUCTIONS!
Case Study:
You work as the VP of Ambulatory Care for an integrated health system. This system is made up of: a 100 bed community hospital,
one large attached clinic with 40 physicians (consisting of: family medicine, internal medicine, orthopedics, general medicine, ENT,
ophthalmology, OB/GYN and pediatric specialties), 10 nurse practitioners, and supporting nursing/registration/ancillary staff. The
system also provides medical directors to six long-term care facilities in the surrounding 20 mile area. The system also has three
outreach clinics that each have one provider (physician or nurse practitioner) and support staff in the surrounding 15 mile area. The
system is located in rural, west central Minnesota. The closest community hospital is 40 miles from the system and referring tertiary
hospitals are 60 miles in Fargo, ND, 100 miles in St. Cloud, MN or 180 miles in Minneapolis, MN. There are two critical hospitals
within 30 miles of the system. One of the critical access hospitals is in discussions for a possible horizontal integration with the
system.
The system just completed a collaborative needs assessment in collaboration with the county public health agency. It was identified in
that needs assessment that the community would like the system to investigate offering cardiology services in the main clinic of the
system. The board of trustees, medical staff and senior leadership agree that an investigation should occur. You have been asked to
provide answers/information to this group as outlined below via a PowerPoint presentation. Please complete a PowerPoint with
detailed speaker notes.
1. Start your PPT with an agenda/overview slide.
2. Clearly outline “why” or brief reason for presenting this information to the interested group.
3. List your external and internal stakeholders. From Chapter 3- apply Exhibit 4.1 to this case study. Define coordination,
cooperation, and collaboration that needs to occur. Make sure you support with literature/evidence.
4. Develop an organizational chart displaying leadership, provider, and staff relationships. In this chart, please designate lines of
authority. See chapter 12. Make sure you support with literature/evidence.
5. Discuss what would need to be included in a market analysis related to this service line (review readings below to help you in
developing the needed elements). Describe how a market analysis would be performed to determine if the market would
support the addition of this new service line. Address the “5C’s” when performing your market analysis. Make sure you
support with literature/evidence.
6. Include SWOT and PESTLE analyses related to this service line as part of your market analysis. What basic factors need to be
considered for this service line? See diagrams related to PESTLE below. Use SWOT and PESTLE Template linked in the
module and insert into your PPT.
7. It is essential that we build systems and services that are free from error. We can do this via a Failure Mode Effect Analysis
(FMEA) or proactive risk analysis. Discuss what would need to be included in a proactive root cause analysis related to this
service line. You are not investigating an event that occurred, but instead, list potential areas of error that might occur when
opening a new service line in this proactive root cause analysis. You are essentially identifying barriers, concerns, and/or
safety issues that the organization might encounter – these could include: finance, operations (staffing, providers, patient
scheduling/flow assessment, etc.), and quality impacts. Make sure you support with literature/evidence. Use RCA Template
linked in the module and insert into your PPT.
8. Develop a plan to overcome these potential errors/barriers. List out what is needed for: financing, operations – could be
staffing, providers, education, etc. Make sure you support with literature/evidence.
9. Develop a plan for patient flow/scheduling (locate and suggest a creative method from the literature).
10. Please read page 168 in your textbook – Savvy Consumers and Satisfaction. How will you attract consumers and measure
satisfaction? What is your recommendation for measuring patient satisfaction? Make sure you support with literature/evidence.
11. Develop a mission/vision and at least two strategic goals for the new service line. The strategic goals should be written in
SMART format. See chapter 8. Make sure you support with literature/evidence.
12. Provide a conclusion/summary slide.
13. Work should be supported by at least 5 scholarly references. Try to find references within 5-10 years. You need separate
reference and title slides.
14. The PPT needs to contain detailed speaker notes to support each slide. These should be free of grammar/mechanical errors.
a. The slides should bullet out main points and speaker notes contain the detail of those slides.
Utilize these resources to complete Part 1 of the Case Study:
Backer, L.A. (2002). Strategies for better patient flow and cycle time. Family Practice Management, 9(6), 45-50.
https://www.aafp.org/pubs/fpm/issues/2002/0600/p45.html
**Older article, but some good thoughts on patient flow in this article!
Di Marco, J. (2023). 17 tips to improve patient flow that will impact efficiency. CHT. https://www.chthealthcare.com/blog/patient-flow
Latino, R.J. (2018). Root Cause Analysis – Proactive RCA: On Failures that have not happened.
PESTLE Analysis (n.d). https://www.cipd.org/uk/knowledge/factsheets/pestle-analysis-factsheet/
Peterdy, K. (2023). SWOT analysis. CFI. https://corporatefinanceinstitute.com/resources/management/swot-analysis/
Preuss, N., Guo, L., Allen, J.K. & Mistree, F. (2022). Improving patient flow in a primary care clinic. Operations Research Forum,
3(3), 45. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9434541/
SMstudy. (2016). 5C analysis. VMEdu.com. https://www.smstudy.com/article/5c-analysis
Volusion. (n.d.). The 5C’s of marketing: Situation analysis template. https://www.volusion.com/blog/situation-analysis-the-5-cs/
Factors to consider for your market analysis:
Patient Quality/Satisfaction Considerations:
Course Learning Outcomes (CLO) that apply to this assignment:
• CLO 1: Explore the challenges and opportunities for improving healthcare operations
• CLO 2: Explore the methods/tools for problem solving and decision making in healthcare operations
• CLO 3: Assess potential errors and methods to design safe systems
• CLO 4: Collaborate to analyze operational issues and present a cogent strategy to address those issues
• CLO 5: Evaluate patient flow and satisfaction and how these impact healthcare operations
• CLO 7: Analyze and apply data to impact operational decisions
• CLO 9: Synthesize operations management techniques in support of an organization’s strategy
Program Domains and Competencies Guiding this Assignment:
Domain #1: Leadership – the ability to inspire individual and organizational excellent, create and attain a shared vision and successfully manage
change to attain the organization’s strategic ends and successful performance.
Competencies:
• Leadership Skills & Behaviors (4)
• Communicating Vision (3)
• Managing change (3)
Domain #3: Communication and Relationship Building – the ability to communicate clearly and concisely with internal and external
customers, establish and maintain relationships, and facilitate constructive interactions with individuals and groups.
Competencies:
• Relationship Management (3)
• Communication Skills (3)
Domain #4: Knowledge of the Healthcare Environment – the understanding of the health care system and the environment in which health care
managers and providers function.
Competencies:
• Healthcare Personnel (3)
• The Community & Environment (3)
• The Patient’s Perspective (3)
Domain #5: Business Skills- the ability to apply business principles, including systems thinking, to the healthcare environment.
Competencies:
•
•
•
•
•
•
Operations management (4)
Strategic Planning (2)
Marketing (2)
Risk Management (3)
Quality Improvement (3)
Patient Safety (3)
Rubric Case Study – Part 1 – MHA 651
Criterion
Proficient
(100%-90%)
Overall
Detailed
Content/Style/Agenda/Why speaker notes
2 pts. possible
present. PPT
formatted so
that slides are
bulleted with
main points;
bulk of
information in
speaker notes.
Agenda/why for
the presentation
provided.
Stakeholders
Fully describes
5 pts. Possible
Internal and
External
Competency(s) Assessed:
stakeholders
described.
• Leadership Skills and
Defines
Behaviors
coordination,
• Relationship
collaboration,
Management
and cooperation.
Organizational Chart
5 pts. Possible
Competency(s) Assessed:
Organizational
Chart provided
with leadership,
physicians, and
staff. Lines of
Competent
Level
(89%-80%)
Speaker notes
present, but
lacking content.
Slides cluttered.
Agenda/why for
the presentation
lacking and/or
missing.
Advanced
No points
Pts
Beginner/Novice
Earned/Comments/Competency
(79%-70%)
assessment
Speaker notes
Unprofessional,
absent and/or
lacking
lacking content.
Slides cluttered.
Agenda/why for
the presentation
lacking and/or
missing.
Limited
description of
Internal and
External
stakeholders
described.
Defines
coordination,
collaboration,
and cooperation.
Limited
development of
organizational
Chart provided
with leadership,
Very limited
description of
Internal and
External
stakeholders
described.
Defines
coordination,
collaboration,
and cooperation.
Very limited
development of
organizational
Chart provided
with leadership,
Element
missing
Element
missing
Criterion
Proficient
(100%-90%)
•
authority
designated.
Leadership Skills and
Behaviors
• Communicating Vision
• Healthcare Personnel
• Communication Skills
• Relationship
Management
• Operations
Management
Market Analysis
5 pts. Possible
Competency(s) Assessed:
• Marketing
Management
• Strategic Planning
SWOT/PESTLE Grid
5 pts. Possible
Competency(s) Assessed:
• Marketing
Management
• Strategic Planning
Proactive Root Cause
Analysis
Clear analysis
and discussion
of key elements
of market
analysis,
includes 5C
discussion and
SWOT/PESTLE
use, supports by
evidence.
Clear analysis
of SWOT and
PESTLE grids
in presentation.
Clearly
discusses and
Competent
Level
(89%-80%)
physicians, and
staff. Lines of
authority
designated.
Advanced
No points
Beginner/Novice
(79%-70%)
physicians, and
staff. Lines of
authority
designated.
Limited analysis
and discussion
of key elements
of market
analysis, and/or
does not include
5C discussion
and
SWOT/PESTLE
use; limited
support by
evidence.
Limited analysis
of SWOT and
PESTLE grids
in paper and/or
only one of the
two grids in the
presentation.
Limited
discussion and
Unclear and
limited
discussion of key
elements of
market analysis,
and/or does not
include 5C
discussion and
SWOT/PESTLE
use; very limited
support by
evidence.
Limited and
unclear analysis
of SWOT and/or
PESTLE.
Element
missing
Limited and
unclear/missing
Element
missing
Element
missing
Pts
Earned/Comments/Competency
assessment
Criterion
Proficient
(100%-90%)
5 pts. possible
analyzes what is
included in
proactive root
cause analysis,
barriers
identified;
supports by
evidence.
Competency(s) Assessed:
• Quality Improvement
• Risk Management
• Patient Safety
• Managing Change
Proactive Root Cause
Analysis Grid/Table
5 pts possible
Competency(s) Assessed:
• Quality Improvement
• Risk Management
• Patient Safety
• Managing Change
Patient flow/scheduling
plan
5 pts possible
Competency(s) Assessed:
• Operations
Management
• The Community and
the Environment
• Patient Safety
Competent
Level
(89%-80%)
analyzes of
what is included
in proactive root
cause analysis,
and/or barriers
not identified;
limited support
of evidence.
Clear discussion
and analysis
with grid/table
present.
Identifies
methods/plan to
overcome
barriers in table.
Limited
discussion and
analysis with
grid/table
present. Unclear
identification of
methods/plan to
overcome
barriers in table
Patient
flow/scheduling
plan providedsupported by
literature.
Patient
flow/scheduling
plan provided
and/or not
supported by
literature.
Advanced
Beginner/Novice
(79%-70%)
discussion and
analyzes of what
is included in
proactive root
cause analysis,
and/or barriers
not identified;
very limited
support of
evidence.
Limited, unclear
discussion and
analysis with
grid/table
present. Unclear
or missing
identification of
methods/plan to
overcome
barriers in table
Unclear patient
flow/scheduling
plan provided
and/or not
supported by
literature.
No points
Element
missing
Element
missing
Pts
Earned/Comments/Competency
assessment
Criterion
Proficient
(100%-90%)
Competent
Level
(89%-80%)
Advanced
No points
Beginner/Novice
(79%-70%)
Fully analyzes
how to attract
consumers and
measure patient
satisfaction
provided.
Unclear plan to
attract
consumers and
measure patient
satisfaction
provided.
Element
missing
Mission/Vision
and two
strategic goals
provided;
written in
SMART format.
Unclear
mission/vision
and/or strategic
goals –unclear
for SMART
format.
Very unclear
plan to attract
consumers
and/or missing
elementsmeasure patient
satisfaction
provided.
Very unclear
and/or missing
elements related
to mission/vision
and/or strategic
goals –unclear
for SMART
format.
Utilizes 1
reference and/or
lacks peerreviewed
journals and/or
reputable sites.
Unclear
translation of
No references
utilized in
completing
assignment.
•
The Patient’s
Perspective
Savvy Consumers and
Satisfaction
5 pts possible
Competency(s) Assessed:
• Quality Improvement
• The Patient’s
Perspective
Mission/Vision/Strategic
goals
5 pts possible
Competency(s) Assessed:
• Leadership Skills and
Behaviors
• Communicating Vision
• Strategic Management
• Communication Skills
• Relationship
Management
Conclusion,
Clearly utilizes
EBP/references are utilized at least 3
3 pts. Possible
evidence-based,
peer reviewed
references
and/or reputable
sites in
completing
Utilizes 2
references
and/or lacking
peer-review
journals and/or
reputable sites.
Moderate
translation of
Element
missing
Pts
Earned/Comments/Competency
assessment
Criterion
Proficient
(100%-90%)
project. Clear
translation of
evidence into
the case study.
Conclusion
present.
Competent
Level
(89%-80%)
evidence into
the case study.
Conclusion
unclear or
missing.
Advanced
No points
Beginner/Novice
(79%-70%)
evidence; unclear
citations.
Conclusion
unclear or
missing.
Total (out of 50 points):
Pts
Earned/Comments/Competency
assessment
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