Using reengineering to improve "customer visit processes"

Much of informatics has been concerned with computer systems. Informatics took a broader view during the Fifth International Nursing Informatics Symposium Post Conference in Austin (1994) as Henry et al, captured the essence of informatics as being "imperative for assessing the quality of care provided and analyzing effectiveness of nursing interventions across settings and population". At York Central Hospital (YCH), Ontario, we realized the need to work differently, to keep what's good about what we do and still meet the changed needs of health care. We also realized it's about getting everyone close to the patient. We used a reengineering process to help us achieve that goal. This paper describes how models and techniques commonly used in reengineering can be used for assessing and analyzing the quality and effectiveness of the service provided to the client.