Perfecting the Management of Operations at the Managerial Department of a University Hospital

Abstract

Currently, the share of healthcare services offered in Bulgaria is comparatively smaller than that in the European Union member states, however, the Bulgarian healthcare sector continues to be on the route towards the establishment of the new healthcare system. The leading activities in the sector are the provision of comprehensive healthcare services – improvement of health and disease prevention, outpatient medical assistance, hospital medical assistance (treatment, surgery and post-surgery services). The provision of well-structured and correctly organised business processes, as well as their management are basic economic problems with increasing significance for the management of the healthcare sector. The review of numerous literature sources, useful practices and statistical data shows that there are gaps in the methods pertaining to the issues related to the methods of perfecting the management of business processes within medical institutions. The main objective of this paper is: To present the current state of the management of processes crucial for the healthcare institution and also to prove the usefulness of software tools for perfecting business processes in order to improve their management. Based on this, proposals may be made in order to improve the management of business processes within the healthcare institution. The subject of this paper is the Urology Clinic as part of the management structure of a University Hospital. The data are analysed both in summary and in groups to which comparative analysis is applied. Together with the analysis performed on the study results, comparative analysis is also applied to the results provided prior to the introduction of the Balanced Scorecard (BSc) by the healthcare institution. The comparative analysis is used to find relationships which characterise the applicability of adapted methodology for perfecting the management of business processes through the Balanced Scorecard for the efficiency within the healthcare institution.