Applying platform design to improve the integration of patient services across the continuum of care

Abstract

Purpose

The purpose of this paper is to provide the results of a case study that examined the application of platform design to improve the integration of patient care services across the continuum of care. This paper is designed to spark discussion and encourage further research in this area.

Design/methodology/approach

The research in the paper involved a case study of a large health care provider in a major metropolitan area. The authors of this paper worked with directors of case management departments and other managerial personnel within the enterprise to study the case management interface services between different inpatient and outpatient facilities to examine existing processes, identify deficiencies, and to recommend improvements in case management.

Findings

The paper finds that the current case management system of the provider, as structured, was not fulfilling its potential for achieving medical quality, operational cost, or patient satisfaction. A number of areas where improvements could be made were identified, and an integrated case management approach based on modular platform design was recommended as a key approach to realize such improvements.

Research limitations/implications

The paper shows that this study involves only one major provider and therefore the direct application of an integrated case management approach based on platform design to other providers would have to be further researched. However, the proposed integrated, cross‐continuum model of case management appears to be a novel way to both improve care and achieve financial cost efficiencies.

Practical implications

The case study in this paper demonstrates how innovative thinking and the use of techniques typically associated with “Platform architectures” can have direct application in the health care sector.

Originality/value

The paper shows that as health care providers are continuously working to improve the quality of care within specific areas of clinical care, improvement in the interfaces between these specific areas may also improve the quality and cost of care. This case study applies modular services design to show how the planning and delivering patient services across the entire “Continuum of care”, which includes the transfer of patients, care coordination, and medical information management can achieve that desired result.

Citation

Meyer, M.H., Jekowsky, E. and Crane, F.G. (2007), "Applying platform design to improve the integration of patient services across the continuum of care", Managing Service Quality: An International Journal, Vol. 17 No. 1, pp. 23-40. https://doi.org/10.1108/09604520710720656