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Measuring Consistency in Service Delivery: Examining the Effect of Process Standardization on Hospital Performance

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Date
16/07/2025
Author(s)
Bhatia, A., & Swaminathan, J. M. 
Publication
Measuring Consistency in Service Delivery: Examining the Effect of Process Standardization on Hospital Performance. It will open in a new tabMeasuring Consistency in Service Delivery: Examining the Effect of Process Standardization on Hospital Performance

This study develops a novel measure of healthcare process standardization based on service consistency and applies it to 35 million inpatient stays in California (2008–2016). Greater standardization reduces costs, readmissions, and quality variation, though effects differ across units and conditions, highlighting operational contingencies in healthcare performance improvement.

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