Case Article—Acusis: Medical Transcription Outsourcing

Rather than writing their observations as was traditionally the case, U.S. physicians increasingly dictate them after a patient visit. These audio files are then transcribed for inclusion in the patient's medical file. Since the transcription work is considered to be noncore, hospitals and other physician offices often outsource this activity. Acusis, headquartered in Pittsburgh, Pennsylvania, is a provider of medical transcription services. This case is based on a real situation that Acusis faced. After providing an overview of the medical transcription outsourcing industry, the case describes Acusis' rather distinctive service model along with its quality advancement process. The case analysis requires qualitative and conceptual thinking, and exposes students to the benefits and pitfalls of service outsourcing. Through the real incident, it also discusses a unique, and perhaps unexpected, risk associated with medical transcription. The case is suited for introductory graduate-level or advanced undergraduate operations management, service management, procurement management, and supply chain management courses.

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