Case Code : CLSM045
Publication date : 2009
Subject : Services Marketing
Industry : Healthcare
Length : 04 Pages
Price : Rs. 100
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Clinical protocol, Phased growth, Break-even, Fixed costs, Cash outflow, Service delivery, Tertiary care hospital, Consultant, Laboratory, Utilization, Conflict resolution, Hospital Administrator, Chain of corporate hospitals
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An hospital's clinical protocols and administrative policies have to be formulated keeping in mind the business context and the service delivery requirements. This fictitious case (based on generalized experience) discusses a conflict that arises out of the implementation of a clinical protocol in a new hospital that was constrained for resources, and the role of the Hospital Administrator in resolving the conflict.
1. In the context of the Bangalore unit of CareServ Hospitals, critically analyze the interlinkages between financial management, marketing management, operations management, and human resource management in the formulation and implementation of policies for hospital administration.
2. Comment on Sadanand’s role and his approach to the conflict in the first two months of the hospital’s operations. Could he have proactively prevented the conflict from impacting service delivery to any patient? How?
3. Suggest alternative solutions that could be adopted to resolve the conflict satisfactorily and meet the short-term and long-term objectives of the organization. Evaluate the pros and cons of each alternative. If you were in Sadanand’s position, which alternative would you recommend? Why?
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