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(300-400 words, **TYPED**)
HSC 526 – Strategic Management of Health Care Organizations
M6D1: Pre-service, point-of-service and after-service activities
Consider an optometrist’s practice that wishes to add a LASIK surgical procedure to its service menu. This practice is located in a densely populated urban region and has four optometrists and two ophthalmologists on staff. None of the practitioners on staff has LASIK training, though two of the nurses on staff have assisted in LASIK procedures when employed with other facilities. A LASIK specialist will be recruited, and 1–2 lasers purchased.
You are a manager at this office and are charged with developing a strategic plan for introducing LASIK to the organization and to the public. Presently, you are considering options for value adding from pre-service through post-service activities.
View the FDA’s website on LASIK surgery and then discuss the following.
1.There are six stages to resistance to change. The first stage entails active open resistance to change, ranging from pessimism or anger to the point of sabotage. Second is passiveness or reluctance to get involved at all; here we see apathy or a lack of understanding about the organizational mission. Third is the “convince me” stage, where people in the organization are willing to change and will work hard; yet they are reluctant to move forward until they hear from the management that the results will be worth the work – or that the managers will not let them down midway through the change process. The final three (hope, active involvement, and advocacy) get people past the resistance phase. In your opinion, thinking about an elective service like LASIK, which of these stages might be the most challenging to work through in an organization, and why?
2.What ideas do you have for pre-service, point-of-service, and after-service value adding at this optometrist office?
3.What are some important elements for pre-service, point-of-service and after-service activities? How might this practice create a competitive advantage in each of these areas?
FDA Site:
https://www.fda.gov/MedicalDevices/ProductsandMedicalProcedures/SurgeryandLifeSupport/LASIK/default.htm
Expert Answer
3. The preservice, point of service and after service are the important segments of the value chain
Preservice: before delivering the services to the consumer, the provider creates a value for the consumer. Reasonable prices are offered to the consumers. This can enhance the market promotions as well as branding
point of service: Produces creates value to the consumers during the service. Meets the expectations and needs of the patients providing them the quality services.
after service: Even after the services provided, the provider continues to follow up the patients.
