Hospitals often operate as evidence-based institutions rather than treating patients as clients or customers, which hampers their transition into smart service organizations. Despite their expert status and professionalism, hospitals face significant legal and moral risks, necessitating a balance between clinical expertise and organizational effectiveness. The SMART approach—specific, measurable, attainable, realistic, and time-focused—provides a framework for aligning organizational objectives with sustainable competitive advantages.
Specific:
Smart hospital services must be tailored to achieve desired outcomes and impact patients’ well-being positively. Individualized therapies and telemedicine technologies enable personalized healthcare, leveraging real-time information access and big data analytics for precise diagnosis and treatment.
Measurable:
Key performance indicators such as quality, outcomes, and patient satisfaction are crucial metrics for hospitals, albeit challenging to measure due to the complexity of healthcare services. Reliable and objective metrics are essential for tracking medical progress and ensuring compliance with treatment protocols.
Attainable:
Therapy objectives should be realistic and achievable, motivating patients to actively participate in their treatment plans. Attainable goals, supported by digital health technologies and gamified health apps, empower patients to monitor their progress and adhere to therapy regimens.
Realistic:
Setting realistic goals challenges established routines and habits, fostering continuous improvement in health outcomes. Digitally assisted therapies rely on individual data to define personalized objectives, promoting patient engagement and adherence to treatment plans.
Time-focused:
Goals must be pursued within a defined timeframe to ensure efficient progress towards desired outcomes. Abstract long-term goals are often ineffective without concrete milestones and actionable steps. Digital dashboard management systems facilitate goal setting and progress tracking, enabling hospitals to translate overarching visions into actionable strategies.
Embracing digitalization as a catalyst for transformation, hospitals can evolve into smart service organizations by prioritizing user-driven and agile design principles. While technological advancements play a crucial role, the success of this transition hinges on cultural shifts, organizational dynamics, and people-centric approaches. By embracing the SMART principles, hospitals can navigate the complexities of modern healthcare delivery while enhancing patient care and organizational efficiency.