2.1.01 Range of services Explanation

Purpose and goal

The clinic management will develop ideas about the epidemiology of the diseases treated in its area, relate them to the care area and use them to determine its treatment programme and indications.

The hospital management develops considerations for its range of services with regard to epidemiological aspects, cooperation with other providers, its own range of services, etc. From this, a catalogue of services is to be drawn up and made known to the users. When planning the range of services, procedures must be used to determine the need for the services offered. Consideration should be given to how to improve access to services and their acceptability to patients. Input from interested parties, including payers (insurance companies, funding organisations) should be taken into account.

The range of services is redefined as a result of the annual management review.

Area of application

The clinic's entire range of services; the clinic's offer room

Description of the

Epidemiology, "Market analysis"

It should be clear which patients are eligible for your services and how many of them may live in your catchment area. The indication for treatment plays a key role here: for example, the decision to remove every cold nodule in the thyroid gland can lead to a higher demand for treatment than if a certain nodule size is assumed.

Decisions on indications should be publicised in an appropriate manner and represented publicly.

There should also be clarity about the geographical area from which patients are expected.

The relevant data should be formally recorded and made known, in particular to the groups that organise the treatment offer, collect the performance data and make agreements with the cost bearers on the financing of the services.

The above-mentioned efforts to recognise the development in its own service area with regard to epidemiology, the offer of new procedures and the offers of other care providers are to be continued in a formal manner.

Often, no current data is available from your own supply area. However, it is often possible to obtain data from comparable areas, which - with the necessary caution - can at least give an idea of the order of magnitude.

Epidemiological studies in the supply area must be used or possibly carried out for this purpose. The comparative transfer of similar studies in other care areas can also provide valuable information. Surveys of referring doctors, patients and funding organisations may be suitable. Conferences with other providers of medical care can prevent problems if several providers offer their services at the same time.

Catalogue of questions

It should be possible to answer the following catalogue of questions on the basis of systematically collected knowledge:

• Who is our work aimed at?
• What illnesses do patients present with?
• Is the desired profile or are there some among them that don't actually belong?
• Do we know anything about the frequency of the diseases in our catchment area? Can we derive ideas from other data?
• What other treatment options are available in our catchment area?
• What providers are there and what services are on offer?
• Which age groups are among the patients?
• What gender split?
• Where do the patients come from (regionally)?
• Can certain groups be identified? Social? Ethnically?
• What are the specific requirements of these groups?
• What do patients expect in general and specifically from the UKE?
• Can expectations be reliably met in the foreseeable future?
• Are there unspoken expectations?
• Are expectations analysed and reviewed? Are the agreements, contracts and performance data given to those who organise the provision of services?
• What additional services should be available that are not initially related to medical services?
• Patient transport to and from the clinic to your home
• Provision of personal supplies in hospital (what do you need there and can you get it?).
• What obligations are assumed for the services and the provision of services?
• Warranty performance?
• Ensuring continued supply?
• Do the obligations correspond to the department's capacity?
• Are they compatible with the relevant regulations and legal requirements?
• Does this correspond to the quality documentation?

New treatment options

The clinic management will first carry out a needs assessment for new treatment programmes offered by the clinic. Before and during the introduction, the new offer must be publicised sufficiently and appropriately to the interested parties.

Documentation

Marketing plan portfolio

Resources

Several months for initial creation. Approx. 5 - 10 working days per year must be estimated for updating.

Responsibility

Clinic management in coordination with the top management, possibly the hospital operator and the state hospital planning department

Notes and comments

Applicable documents

Literature, regulations

Corresponds to section 6.1 Marketing process in ISO 9004, part 2

Terms

Attachments