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Reengineering Health CareThe Complexities of Organizational Transformation$
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Terry McNulty and Ewan Ferlie

Print publication date: 2004

Print ISBN-13: 9780199269075

Published to Oxford Scholarship Online: October 2011

DOI: 10.1093/acprof:oso/9780199269075.001.0001

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Patient Process Reengineering: Six Case Studies

Patient Process Reengineering: Six Case Studies

Chapter:
(p.147) 6 Patient Process Reengineering: Six Case Studies
Source:
Reengineering Health Care
Author(s):

Terry McNulty

Ewan Ferlie

Publisher:
Oxford University Press
DOI:10.1093/acprof:oso/9780199269075.003.0006

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.

Keywords:   emergency services, elective surgery, outpatient services, case study, hospital performance

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