The American Hospital’s “Service Line” is a fully implemented alternative management model that represents a feasible solution to the conventional organizational systems that invariably lead to the disconnection of the patient care process. This innovative system is formed by departments that specialize in groups of diseases that affect portions of the patient population ensuring collaboration between multiple clinical units. We successfully increase patient satisfaction by facilitating care services through the ‘Service Line’ multidisciplinary structure.

‘Service Line’ boasts a highly practical hybrid structure that allows our patients to receive comfortable, efficient service from admission to post-discharge follow-ups. The Line Operation Manager collaborates with the Line Director and Nursing Manager within this hybrid structure while tracking and managing our human resources, supply chain, marketing, and operational requests. With monitoring and follow-ups as well as continuous improvements to the quality of care with data tracking, our patients are always our number one priority; with the aim of standardizing and optimizing patient care, The American Hospital is the first organization in Turkey to utilize this inventive new system reinforcing its leading position in the healthcare community.

Our patients are peri-operatively (the duration of a surgical procedure usually covers admission to the unit, anesthesia, operation, and convalescence) followed up by the Service Line’s medical and administrative managers, coordinator nurses, training nurses and the employees of the Line-integrated care group; with this approach it is extremely simple to identify and communicate with key members of the team responsible for each stage of a patient’s care.


The Service Line management model aims to facilitate the standardization of patient care by organizing functional workflow systems and algorithms. Our unit monitors certain data, including the length of hospital stays, complication rates, patient re-admission after discharge. Intended data is subsequently derived from these combined factors and processed in order to contribute to a general increase in employee satisfaction with dual management by solving requests from departments that maintain autonomy over administrative issues, such as equipment, personnel, and marketing.

It is also thought that the individual and collective sense of belonging will be enhanced by instructing the system about the detailed roles of medical and administrative personnel who operate as part of the Service Line. With the Line’s continued employment we can witness increased progress in the following areas;
  • Flow integrity in patient care processes
  • Patient-oriented approach
  • Increasing awareness and involving our patients in the process
  • Standardization in patient care
  • Post-discharge follow-up
  • Dual management with the Line Director and Operation Manager
  • Focusing on continuous quality improvement
  • Tracking the medical results of our patients with Digital Conversion
  • Data analysis of financial and medical processes
  • Indirect financial benefit