• Subject Code : HLSC659
  • Subject Name : Strategic Management

Strategic Management in Health Service Delivery



Role of effective service delivery in healthcare

Analyzing the pressure for change

Business process innovation

Objectives of new service delivery

Sequential actions to achieve the desired objectives

Execution and change management

Planning and operations



Adequate financial support and effective technology are the essential conditions for attaining health gain, but practice in many countries verify that these things are not enough. Furthermore, effectual and competent service delivery is required to improve lives and provide necessary care to the patients. Health care delivery performance means appropriate access and use by those in necessity; sufficient quality of care to make health benefits, resourceful use of limited resources, and organizations that can learn, adjust and progress for the future. Evidence highlighted that organizations should merge physical, financial, and human resources to deliver effectual health services.

The necessity for development in the delivery of health care services can be portrayed as the gap among what accessible funds and expertise could attain and what they do attain in a particular nation. In addition, integrated health service communities encompass the administration and delivery of secure health services so that individuals can obtain a range of health support, analysis, treatment, disease supervision, disease prevention, rehabilitation, and palliative care services according to their needs. The main aim of this essay is to introduce a new service delivery system in the healthcare organization. It will further develop an implementation plan for the evaluation of progress and achievement of objectives. Finally, the conclusion will summarise the overall analysis.

Role of Effective Service Delivery in Healthcare

Evidence specified that healthcare is in requirement of alteration because of rising and old population. For now, rising consideration has been paid to the possible value of service plan equipment in healthcare. Furthermore, service design is the action of preparation and executing a chance to progress the existing healthcare services. To manage the change, it is vital to recognize the issues that are affecting the current services (Kumar, Bera, Dutta & Chakraborty, 2018). A large number of service delivery initiatives failed because of distracted and unconfident administration and there is a huge requirement for a novel way of executing change. In addition, service design is a user-centric approach which involves service contributor, end-users and stakeholders in the design procedure.

Service design has achieved a lot of awareness in the current years due to its holistic approach that comprises end-users and stakeholders in the modernization procedure. It is an interdisciplinary approach that uses a user-centric method to enhance the services (Gardner, Linderman, & Fadden, 2018). If the general performance of the health service delivery systems increased and the performance gap among the superior performing an inferior performing organization was closed or condensed, health outcomes in the organizations could improve significantly.

Analyzing the Pressure for Change

The main aim of healthcare must be attaining good wellbeing for the population and make sure that health facilities are receptive to the people. Moreover, the pattern of illness, new information and expertise and political prospect create pressure on the organization to improve the service delivery systems. Also, healthcare is usually intricate by a lack of interest by the workers. The concept of new service delivery is frequently in the shape of equipment, devices or medical technique. Redesigning procedure and practice can progress the patient satisfaction. However, service improvement and alteration is reliant on clinical employees, project executive (Ponsignon, Smart & Phillip, 2018).

Furthermore, the process of service delivery can be unknown and novel to clinicians and executives. Modernism in healthcare is controlled by two drivers; supervision risk of clinical services and overseeing internal and system costs. The execution of change relies on the fact that the administration is influenced by the service idea while executing the alteration. In surroundings where time is a shortage and stress for proficient use of resources can forbid the commitment in extra development activities. Some evidence specified that labor scarcity and health care stipulation can be barricaded for innovation development.

High-quality health services comprise the correct care, at the right time, responding to the service user’s desires and preferences, while decreasing harm and wastage of resources. Furthermore, quality care augments the probability of required health results and is reliable with different measurable sorts including safety, suitability, fairness, the addition of care and competence. In addition, there are diverse rudiments that are significant to delivering quality health care services including healthcare labour, facilities, medicine and other technologies (Li, Yang, Li, & Zhang, 2018). To make sure that quality is constructing into the fundamentals of systems, administration, and policymakers, patients and clinicians must work mutually to:

  • Ensure an elevated quality health workforce
  • Ensure superiority across all health care amenities;
  • ensure protected and effectual use of medicine, strategy and other technologies;
  • ensure efficient use of the health information system;
  • develop a finance method that maintains permanent quality enhancement

In addition, diverse nations are developing innovation to improve the different features of quality. Some middle and low-income countries have flourishing intervention but need a worldwide platform to share information. Though, quality development is a major challenge for different nations (Andriopoulou, Dagiuklas & Orphanoudakis, 2017). Furthermore, providing superior care to individuals remains the most vital shared accountability and opportunity to progress the health of people internationally. The evidence specified that involving individuals and communities in their care and the design of their health services is now predictable as a key determinant of a better result. Individuals who are vigorously engaged in their personal health and care experience fewer difficulties and have the benefit of superior health and well being.

Moreover, individuals and patients must be concerned in priority setting and policy expansion. These services need to be intended with contributions from the community that they serve, based on their exclusive requirements and preference (Bavafa & Terwiesch, 2019). Health care is altering all the time, so quality requirements to repeatedly monitor and calculate to offer effectual services. In addition, quality metrics should be rooted in local and nationwide health information infrastructure. All proportions of quality must be calculated. It is very important to know about faithfulness to the necessary procedure and the superiority of procedure and trail, for instance: hand cleanliness, surgical safety checklist, and devotion to clinical safety strategy. Experienced, enthused and sufficiently support health personnel is necessary. In providing elevated quality care, scientific knowledge needs to be increased by the capacity to communicate and work as a group with other specialists and to associate with patients and their careers.

The growth of improved information expertise and its use in hospitals, individual provider practice, and other sections of the health care delivery system are necessary for improving the excellence of care. Superior information technology can also sustain patients and family caregivers in critical health choice, support both personal and population-based anticipation efforts and improve contribution in and synchronization with public health actions. From the giver viewpoint, improved information systems and more widespread use of information expertise could radically progress care by presenting ready contact to inclusive and precise patient information and an assortment of information resources and tools.

Despite profound expansion in medical information and health expertise, the health care delivery arrangement has been comparatively untouched by the revolution in information technology that has altered other sections of society and the financial system (Batalden et al., 2016). Numerous healthcare setting does not have essential computer arrangement to offer medical information or sustain clinical choice making. Even where an electronic medical evidence scheme is being executed, the majority of that arrangement remains proprietary goods of an individual organization and health strategy that are based on principles of a particular seller. Associations among the health care sector—hospital, society health center, and another health caregiver—and the society are not innovative and have to get augmented acknowledgment for the worth they convey to health care procedure, their prospective for improving giver responsibility.

The health care segment can also expand connection with the media to guarantee the correctness of wellbeing information, converse threat, and assist the community perceptive of health care. For instance, the health care association may use the media to distribute health care data to their market areas. The deprived in low and middle revenue nations have inadequate contact with health services due to restricted buying power, a house in the underserved region, and insufficient health education. This creates major space in health care delivery among people that has an excessively great weight of illness (Kumar, Bera, Dutta, & Chakraborty, 2018). They commonly use the private health segment, due to apparent or definite gap in community services.

A division of private health associations, a few called community ventures, has developed a new approach to augment the accessibility, affordability, and superiority of health care services to the deprived through inventive health service delivery model. One region where the private segment may add is a foundation of “disruptive innovators” - an organization that enlarges simpler and cheaper services that allow the contribution of novel sets of clients before expelled from conservative markets. One region where the private sector may contribute is as a source of “disruptive innovators” - association who expand simpler and cheaper services that allow the contribution of new sets of customers previously expelled from conservative markets. These communal entrepreneurs try to progress the affordability, accessibility or excellence of care for the poor. Health service delivery replicas are business replica adopted in the stipulation of health services. Some of the organization has calculated “disruptive” services and products intended to allow the contribution of poor customers who were formerly excluded.

Business Process Innovation

The center modernism of most association we evaluated are in business rather than health procedure, representing that it is feasible to have great scale influence by executing present care procedure using new marketing, investment, and operating approach. Given the extensive choice of reasonable and effectual medical intervention which is now underused, it looks like that many of the troubles in international health need upgrading in administration rather than novel interventions ( Vaerenbergh & Orsingher, 2016). One of the major concerns with health care delivery from exemplars of private sector modernism is the concern of quality. In our study, quality of care was infrequently compared to existing services, and enhancements in quality were only calculated for a few organizations.

Objectives of New Service Delivery

Healthcare organizations nowadays are facing a sequence of troubles due to two main things: increasing complexity in fulfilling a gradually more ‘aware’ and demanding consumer, and the need to modify their internal association to keep pace with the very quick modification taking place in expertise and approach. The particular service delivery program will take 8 months to deliver the most effective services to the patients.

An incessant boost of difficulty and the ability of doctors will not guarantee the basic necessity of any industry to distribute what its clients necessitate. Furthermore, the major objectives will also include the specific timeline in order to provide the appropriate service to all the patients.

  • To allow all people to get health care services whenever needed--universal access (8 months)

  • To deliver services that is cost-effective and fulfills definite pre-established principles of superiority (6months)

  • maximize value for patients by getting the finest result at the lowest price (7months)

Sequential Actions to Achieve the Desired Objectives

Attaining and preserving high-performing hospitals and health systems is an intricate task; it needs the capability to set strategy and lead actions for better preparation and administration. The health sector needs to expand its skills and strengthen existing ability to bring about alteration. The health sector also desires the institutional ability to expect and react to alteration in a suitable manner, at both the arrangement and facility level. Hospital preparation occurs in a dynamic atmosphere of altering community prospects, government precedence and technological progress (Simms, Madelyn, Battistelli & Kaufman, 2018).

Policy expansion and preparation must be based on a complete examination of the present situation; complemented by development that takes account of the predictable changes and information of the practice of similar countries. Analyze hospital performance based on a factor such as population health, treatment result, clinical excellence, and suitability of care, receptiveness, equity, and efficiency. Healthcare organizations use the analysis to progress policy and service design.

  • Assess hospital service operation to recognize the cause for unintentional admission and readmissions. Introduce involvement to lessen avoidable admissions, such as risk forecast tools, prearranged planning for release and superior care, care management, outreach, telemedicine, and self-management.
  • Monitor service use by communally deprived groups as a key pointer of hospital performance. Recognize gaps and increase proposal to decrease barriers to access.
  • Carry out a participative appraisal of hospital actions to progress competence and output.
  • Initiate measures to boost responsibility and support friendly competition with inducement for better performance.

Execution and Change Management

Hospitals need to arrange themselves to offer a breadth of services to fulfill the altering health care setting demands. Fiscal stress can stimulate the acceptance of actions to decrease expenses and progress competence in hospitals. The monetary lever can be used to augment excellence, patient protection, and overall hospital performance. Capable and engaged personnel are significant for this reason. Personally observe hospital performance to evaluate impact, including on population health results, and make modifications over time (Chen, 2017). Predict areas of poor performance and develop a contingency approach around finance, staff and political support. Invest in health information infrastructure; develop principles for data content and broadcast; and support incorporation or coordination of health information systems. Facilitate information sharing among stakeholders to support communication and lessen replication.

Planning and Operations

Management skills are significant for the successful operation of hospitals. Unproductive administration can compromise excellence and safety and exacerbate operational inefficiencies, revenue loss, service stoppage, and patient displeasure. Service quality and patient safety are the foundation stone of a high-performing hospital. Enhancing quality and safety needs an incessant quality enhancement approach to assess present practice, avoid medico-legal threat and progress systems and procedure towards preferred outcomes.

Health systems are a multifaceted entity with many different stakeholders, including patients, clinicians, health care suppliers, purchaser association, manager, the government and the broader public. In general, performance measurement seeks to check, assess and communicate the extent to which different aspect of the health system fulfill their key objectives. typically, those objectives can be summarized under an imperfect number of headings – for example, health confers on people by the health system, its receptiveness to public preference, the monetary protection it offers and its productivity. Various degrees of progress has been made in the growth of performance actions and data collection method for the diverse facet of health performance. In some areas, such as population health, there are well-established pointer – for instance, infant death and life expectation.

These procedures are derived from a simple survey of subjective health position administer straight to patients, often before and after treatment. Many tools have been developed, often in the background of the clinical test (Fu & Chang, 2019). These take the form of a thorough condition-specific survey or broad-brush general measures. To calculate performance when observing results from health care interventions over time and between providers, the policy challenge is to classify the most suitable option of the instrument. In England, for instance, the administration has just mandated the use of the broad patient-reported result to calculate tool EQ-5D for use for all National Health Service patients experiencing four common processes. This experimentation will evaluate the expenses of such routine use and will check whether the resistance of some health expert to patient-reported outcome measures is continued.


It has been concluded from the above report that a new service delivery system is highly essential for improving the overall services most effectively. It also specified that healthcare organizations face various difficulties in providing effective care and services to patients. To provide high-quality care, it is necessary to develop effective delivery systems which may also enhance the efficiency of the overall healthcare system. The new service delivery is focusing on reducing the waiting time in the emergency department and offering high quality to patients. With the help of new service delivery system healthcare organizations can survive in the dynamic environment.


Andriopoulou, F., Dagiuklas, T., & Orphanoudakis, T. (2017). Integrating IoT and fog computing for healthcare service delivery. In Components and services for IoT platforms (pp. 213-232). Springer, Cham.

Batalden, M., Batalden, P., Margolis, P., Seid, M., Armstrong, G., Opipari-Arrigan, L., & Hartung, H. (2016). Coproduction of healthcare service. BMJ quality & safety, 25(7), 509-517.

Bavafa, H., & Terwiesch, C. (2019). Work after work: The impact of new service delivery models on work hours. Journal of Operations Management, 65(7), 636-658.

Chen, Y. C. (2017). An Integrative Framework for Effective Use of Information and Communication Technologies (ICTs) for Collaborative Public Service Networks. In Routledge Handbook on Information Technology in Government (pp. 69-90). London: Routledge.

Fu, K. J., & Chang, T. W. (2019). Toward an Integrative Framework of Dynamic Capabilities in Innovation-based Public Services: Empirical Analysis in Taiwan. Chinese Public Administration Review, 10(1), 60-76.

Gardner, J. W., Linderman, K. W., & McFadden, K. L. (2018). Managing quality crossroads in healthcare: An integrative supply chain perspective. Quality Management Journal, 25(1), 2-17.

Kumar, P., Bera, S., Dutta, T., & Chakraborty, S. (2018). Auxiliary flexibility in healthcare delivery system: An integrative framework and implications. Global Journal of Flexible Systems Management, 19(2), 173-186.

Kumar, P., Bera, S., Dutta, T., & Chakraborty, S. (2018). Auxiliary flexibility in healthcare delivery system: An integrative framework and implications. Global Journal of Flexible Systems Management, 19(2), 173-186.

Li, Z., Yang, J., Li, B., & Zhang, L. (2018). The effects of tiered healthcare service delivery on the cost control and quality improvement in rural China: an interrupted time series analysis. International Journal of Integrated Care (IJIC), 18.

Ponsignon, F., Smart, A., & Phillips, L. (2018). A customer journey perspective on service delivery system design: insights from healthcare. International Journal of Quality & Reliability Management.

Simms, M. D., Madelyn, F., Battistelli, E. S., & Kaufman, N. D. (2018). Delivering health and mental health care services to children in family foster care after welfare and health care reform. In Family Foster Care in the Next Century (pp. 167-184). London: Routledge.

Van Vaerenbergh, Y., & Orsingher, C. (2016). Service recovery: An integrative framework and research agenda. Academy of Management Perspectives, 30(3), 328-346.

Remember, at the center of any academic work, lies clarity and evidence. Should you need further assistance, do look up to our Strategic Management Assignment Help

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