Patient Process Reengineering: Six Case Studies
The transformational claims and rhetoric of BPR are presented through empirical evidence of change in patient services as indicators of improved hospital performance and process. This chapter presents six cases regarding emergency services, elective surgery, and outpatient services that include descriptions about the activities, procedures, roles and relations, patient care process features, and how the features modify or defend these established features. Each case involves patient process redesign as means for changing behaviour and role relations among the actors in health care provision. The cases are as follows: 1) Reengineering the process of care for patients attending the A&E department with minor injuries, 2) Reengineering the process of care for patients admitted with a fractured neck of femur, 3) Reengineering elective surgery within the specialty of gynaecology, 4) Reengineering outpatient services in the specialty of gynaecology, 5) Reengineering elective surgery within the specialty of ENT and 6) Reengineering outpatient services in the specialty of gastroenterology.
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