On September 15, 2023, a case session “Managing client flow” was held as part of the Medical Business conference organized by the Vedomosti newspaper.
The session was moderated by Andrey Ivanov, associate professor of the Department of State Medical University of the Higher School of Management, head of the “Management in Healthcare” program.
The speakers included: Sergey Aldashenko, member of the board of directors and executive director, the network of family medical centers “Clinic “Family”, the network of dental clinics “Denta-el”; Olga Berestova, owner and general director, medical holding (brands DNA Clinic, Care Clinic, Dipplex); Konstantin Zotov, General Director, Medical Systems and Technologies; Ksenia Lemberg, General Director, Atlas Clinic; Natalia Khlevnyuk, General Director, Scandinavian Health Center.
As Andrey Ivanov noted, research into management problems in the healthcare sector is currently focused mainly on methods for developing strategies for medical organizations and their structural divisions that provide medical services.
“During the session, we dwelt in detail on the current growth strategy of organizations and the importance of client flow management activities in creating value for the patient,” added Andrey Ivanov.
One of these methods is the development and use of so-called care delivery value chains, where medical activities are considered from the point of view of their contribution to three components of value for the consumer: providing access to medical care, patient's health status measuring parameters and information.