Effektivisering av administration inom sjukvården : En fallstudie vid Norrbottens läns landsting

Swedish healthcare is faced with a scenario where it delivers a high quality service in medical terms but at the same time struggles with issues regarding availability. A substantial amount of the medical personnel’s available time today is spent on different administrative activities. The logopedic surgery at Sunderby sjukhus is the largest in the county of Norrbotten. The surgery forms a part of the logopedic county organization called länslogopedin. According to the director of department on länslogopedin up to half of the speech therapists’ hours of work are spent on administration. The time spent on administration might potentially be cut down to half, freeing substantial resources. The aim of this study is to develop a tool that enables reduction of the defects of poor quality at länslogopedin by making the administrative work more efficient. Primary data used in the study are collected through interviews, surveys and group exercises with personnel at the logopedic surgery. Collection of primary data is also conducted by a survey aimed towards the patients visiting the reception. The results and experiences received during the data gathering is summarized and used as basis for analysis. The collection of secondary data is conducted by literature search resulting in a theoretical model of quality work within the service industry. The results and experiences from the collection of primary data are then compared to the theoretical model, which provides a basis for the tool that the study aims to develop. The results show that only a few processes that create value for the patients exist in the daily operation. The study confirms that a substantial part of the speech therapists’ work time is devoted to activities related to administration. The study also sheds a light on a couple of problem areas apparent in the daily operation. The survey directed towards patients indicates that the respondents are generally satisfied with the service provided by the surgery but also indicates a few areas that might need improvement. The study establishes that a tool providing a systematic method to conduct improvements might be able to solve at least a few of the identified problem areas. Länslogopedin is thus recommended to use the tool developed in the study in their upcoming improvement work.Validerat; 20111102 (anonymous