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Deficiencies of business processes in health-care institutions: a case of ophthalmology outpatient clinic

Žvanut, Boštjan ; Frank, Nuša ; Trobec, Irena

Zdravstveno varstvo, 2011-01, Vol.50 (2), p.131 [Periódico revisado por pares]

Ljubljana: Institute of Public Health of the Republic of Slovenia

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  • Título:
    Deficiencies of business processes in health-care institutions: a case of ophthalmology outpatient clinic
  • Autor: Žvanut, Boštjan ; Frank, Nuša ; Trobec, Irena
  • É parte de: Zdravstveno varstvo, 2011-01, Vol.50 (2), p.131
  • Descrição: Deficiencies of business processes in health-care institutions: a case of ophthalmology outpatient clinic Purpose: The key element of any business restructuring is understanding the business processes. Yet, the importance of these processes is underestimated in the Slovene healthcare system. The aim of this study is to show that inefficient business process elements, causing unseen losses, can be identified with the help of an appropriate business process inventory. Methods: The methods used in our study include literature search, direct observation, interviewing and process modelling. A direct observation study was conducted in an ophthalmology clinic, in which key business processes were modelled using Event-Driven Process Chains, and deficiencies in the business process were identified. Results: The opthalmology outpatient clinic, which employs two people, loses around 25.5 hours of working time per month (15.2% of the total working time of a full-time employee) because of deficiencies in its business processes. Conclusion: Considering that such deficiencies may be encountered in a small healthcare unit with only two employees, it can be expected that the losses will be significantly higher in more complex institutions. We suggest, given these findings, that the managements of healthcare institutions address these deficiencies by conducting business process inventories and optimising processes. These activities must precede the introduction or restructuring of the information system.
  • Editor: Ljubljana: Institute of Public Health of the Republic of Slovenia
  • Idioma: Inglês;Esloveno
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