Service Line Organization

An example of a new, modern organizational structure is the service line organization. Traditional organizational structures have more of a central authority at the top of the organizational chart versus a more horizontal line of authority. The organization with service lines has many smaller departments, which makes it easier to manage. “The service line approach tends to focus more on the requirements of customers, which often results in noticeable increases in the customer satisfaction rate”. Service lines within an organization can use evidence-based medicine to improve the quality of care, enhance the patient experience, and lessen the cost of care. Service lines may have better quality metrics and are usually patient-centered

For service line management to be successful, the service line must be supported by the organization and have annual strategic planning in place. It is important for service lines to have “leaders who exhibit competencies across people, quality, service, and collaborative leadership”. In health care, the service line must be a collaborative effort between administrators and physicians to provide patient-centered care. The success of the service line is dependent on the leadership and staff who work together to meet strategic goals. “Successful service lines have a clearly defined scope of operation. From a clinical perspective, the clearly defined scope would define the patient types treated along the care continuum—which in turn determines the various specialties who would logically participate”.

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