Team 6 Final Paper

Team 6 Final Paper - Shouldice Hospital 1 Running Head...

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Shouldice Hospital 1 Running Head: SHOULDICE HOSPITAL Shouldice Hospital BUSI 411 Operations Management Case: Shouldice Hospital Amanda Finch Ryan Hutton Leigh Logue Karen White March 7, 2008 Respectfully Submitted to Mr. Scott McLaughlin, Professor
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Shouldice Hospital 2 OVERVIEW Shouldice Hospital takes a very special approach to the average hospitalization procedures. Specializing in hernias, the staff is trained to use strategic action plans that initiate a quick and full recovery. Instead of considering the patients to be “sickly” or “suppressed to their rooms”, the Shouldice Hospital considers their patients to have full reign over the hospital property. In fact, the hospital administrator, O’Dell considers the patients to “own this place…and while they’re here, in a way they do” (Heskett, 2003, p. 1). This statement proves the hospital’s core values in placing the patients first, above all else. Dr. Earle Shouldice, founder of Shouldice Hospital, grew up being highly involved with and interested in medical research and performance. In fact, at the age of 12, he performed his first surgery on a calf that had died from intestinal obstruction (Heskett, 2003, p. 1). In taking such a strong interest to medicine, Dr. Earle Shouldice decided to follow his dreams by creating a very unique style of medicine. His hospital was created to administer the “Shouldice method” through every aspect of pre-op, operation, post-op, and recovery. It was essential to hire the most appropriate staff for the facilitation of this method. Dr. Shouldice believed that any one person could be trained to provide his style of health care, given they were willing to learn and be a part of this hospitalization style. He believed that no one needed to be fired; they could instead be re-guided through the Shouldice practice. Dr. Shouldice created specific patterns of instruction for the incoming patients. Through each position of their experience, there was a specific plan of action that would accumulate to make their overall hospital stay a recoverable and enjoyable experience. In
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Shouldice Hospital 3 creating these plans, it was also necessary to make specific arrangements for the hospital appearance. Each area was designed to make the patients exercise and socialize. These two components were the primary ingredients in Shouldice’s plan for recovery. With all plans implemented, the hospital became more of a community than anything else, even to the point that some patients asked to stay for an additional amount of time (Heskett, 2003). CONCEPTS Several concepts from the Service Management (2006) textbook are found in and throughout Shouldice Hospital. Some of the more important concepts include Shouldice Hospital’s service strategy, service design elements, supporting facility and facility design, and service quality. “Service strategy must begin with a vision of the place and purpose of the
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Team 6 Final Paper - Shouldice Hospital 1 Running Head...

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