Improving Health Care Processes and Quality of Care



  • Type:
  • Published:
  • November 18, 2011
  • Author:
  • Cameron Keyes
  • Price:
  • Member: FREE
Classic Content

An industry that often sees itself as very different from other industries, health care can be resistant to "business process management."  Cameron Keyes explains how The Ottawa Hospital translated business process management into "care process management" that works in the culture of health care. He describes the pilot program the hospital initiated to gain support and test the new management system, including changes made to the medical records system, process maps, measures used to track progress, and technology. As one of the first hospitals to create a business process management office to manage clinical care, patient flow and administrative processes, The Ottawa hospital has had to innovate in order to be successful. The steps it has taken are useful for organizations beginning their process management journeys, particularly those with severe constraints on employee time and energy.

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