The OPERATIONAL DIAGNOSTICS OF A MEDICAL ORGANIZATION AS AN ELEMENT OF CRISIS MANAGEMENT

G. Igimbayeva, G.B. Estekova, J.V. Yurchuk, А.Т. Igimbayeva

2026

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DOI 10.63881/ejent2026v2i3a8
Data confidence 70 medium
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Abstract

Modern medical organizations operate under conditions of high operational workload, staff shortages, digital transformation, and increasing patient expectations regarding healthcare quality and accessibility. Under these conditions, operational diagnostics becomes an important tool for early crisis detection and increasing organizational resilience. The purpose of the study is to develop a scientifically grounded approach to operational diagnostics of a medical organization within the crisis management system based on the example of LLP “Clinic Miras”. The methodological basis of the study includes system analysis, KPI analysis, process analysis, Lean Healthcare, SWOT analysis, comparative analysis, and case-study methods. The study analyzed key operational indicators of a medical organization, including patient flow, physician workload, no-show rates, waiting time, route conversion, appointment accessibility, and patient journey efficiency. The study found that the absence of an integrated operational analytics system leads to increased hidden losses, reduced process manageability, and increased crisis vulnerability of the medical organization. The scientific novelty of the study lies in the development of an operational diagnostics system as an element of the MIRAS-RESILIENCE 7D model integrating digital monitoring, KPI dashboards, and crisis early warning tools. The practical significance of the study lies in the possibility of applying the proposed approach in private and public healthcare organizations to improve operational resilience, optimize patient flow, and enhance crisis management.