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Using reengineering to improve "customer visit processes".

D Salois-Swallow1

  • 1York Central Hospital, Ontario, Canada.

Studies in Health Technology and Informatics
|December 8, 1996
PubMed
Summary
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This study demonstrates how reengineering models can assess and analyze healthcare service quality and nursing intervention effectiveness. It highlights the importance of informatics in improving patient care across diverse settings.

Area of Science:

  • Nursing Informatics
  • Healthcare Management
  • Quality Improvement

Background:

  • Informatics traditionally focused on computer systems, but evolved to encompass patient care quality assessment.
  • York Central Hospital (YCH) recognized the need for operational changes to meet evolving healthcare demands and improve patient proximity.

Purpose of the Study:

  • To describe the application of reengineering models and techniques within a hospital setting.
  • To assess and analyze the quality and effectiveness of client services through reengineering.

Main Methods:

  • Utilized reengineering processes and models.
  • Applied techniques common in business reengineering to a healthcare context.

Main Results:

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  • Reengineering models provide a framework for evaluating healthcare service quality.
  • The process facilitated the analysis of nursing intervention effectiveness.

    • Conclusions:

    • Reengineering principles are applicable to assessing healthcare quality and effectiveness.
    • Informatics, through reengineering, can enhance the delivery of patient care.