Healthcare organizations use vendors for back office services such as accounting, compliance and IT (40 percent of respondents), facilities services or security (36 percent), quality assurance or management (12 percent) and front office services, such as customer service and marketing (8 percent).
Organizations said vendors are falling below expectations in providing good value (40 percent), assigning quality people to projects (28 percent), meeting performance metrics (24 percent) and retaining key people assigned to projects (20 percent).
Respondents said they needed better communication, better staff training to avoid turnover, more use of quality processes, more innovation and less tardiness.
Read the American Society for Quality report on hospitals’ dissatisfaction with outsourcing.
Read more coverage of outsourcing.
– 9 Thoughts on Outsourcing: When To Outsource and How to Do it Successfully
– Outsource, In-source? What’s the Right Resource? Outsourcing Your Human Resource Functions
– Hospitals Still Wary About Outsourcing EHR to India
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