• Internal Code :
  • Subject Code : MAN6910
  • University : Edith Cowan University
  • Subject Name : Business Process Management

BPM Process

Issue Register

With the increase in the number of patients visiting the hospital, the hospital is facing a dramatic increase in demand. This has reduced the efficiency of the original processes. There are several issues that are faced by the hospital that are mentioned in the issue register provided below.

Issue

Priority level

Description

Assumption

Impact

Low efficiency

1

The time that patients have to wait for is very long and sometimes unbearable. There are long queues to get themselves registered.

The receptionist often feels bored and tired after registering a certain number of patients which is also responsible for process delay. The patients feel their time is wasted.

The patients have to wait for so long which becomes monotonous and tedious for them. Sometimes the patients become aggressive and leave the hospital without consulting the doctor.

Manual registration and collection of data

2

The registration of patients is done manually. The technologies with latest advancements are not instilled in the hospitals.

It is difficult for a single person to handle the schedule planning alone for initial diagnosis.

Not using electronic methods for collecting patient data and registration makes the process extremely long and time consuming.

Lack of proper communication between the staff members

3

Communication becomes a huge issue when dealing with internal units and external organisations.

Lack of adequate staff members is also responsible for poor communication at the hospital. Also, introducing technical gadgets for communication could be useful.

The processes are delayed because of inconvenient communication between different staff members from internal units and external organisations when interacting together.

Improper resource organisation and management

4

The resources are not organised properly which further delays the diagnosis procedure and understanding of patients' problems which procrastinate the treatment process.

A proper model and guidelines are not provided to the resource managers. There is a lack of strict rules.

Because of lack of organisation of resources, the tasks are not completed punctually. This can also result in delaying the right treatment at the right time. The difference of minute minutes in the treatment can cause dire consequences.

Dependency on external experts

5

Sometimes the tests conducted are forwarded to specialists of other health sectors due to lack of enough experienced and knowledgeable staff members in the hospital.

The time taken by an external specialist to study patient history is unpredictable.

This also results endling the process. By the time, the patient in a critical situation may face detrimental outcomes. Also, the specialist from external areas will need extra time to go through patient history in order to properly understand the case.

Fish Bone Diagram

image shows Fish Bone Diagram

Impact Relevance

There are several steps that can be taken to tackle these issues that can have great impact in bringing the improvement to provide high quality and cost efficient patient care.

  1. In order to boost efficiency, the most important thing that can be done is recruiting more people with better qualifications and experience that can work with technological gadgets in order to deal with the increased population visiting the hospital.

  1. Introduction of advanced and updated technology should be done in the hospital to decrease the manual work and speed up the process of patient data collection.

  1. Being less dependent on external sources by hiring more staff members to conduct patients' tests within the hospital. In addition, better and latest machinery and equipment should be bought to get best results.

  1. Providing training to the staff members during their initial days so that there is no problem faced in terms of communication between the staff members and the processes can work smoothly whenever dealing with internal units and external organizations.

  1. Resource management should be taught to all the people working at the health center so that processes can take play smoothly and in a streamlined manner. This can be done by incorporating high-level collaboration.

  1. All the staff members should be allocated the jobs according to their experience and expertise in order to achieve maximum utilization.

  1. The disease management should be executed in a proper way so that there is no issue while treating the patient. The patient should be diagnosed for the right treatment according to the symptoms mentioned.

To Be Model

image shows To Be Model

Suitable Improvement Direction

The suitable improvement direction is the improvement of processes via collaboration with third party agencies.

Suitable Improvement Heuristics

The suitable improvement heuristics are as follows:

  • Trusted Party

  • Outsourcing

  • Interfacing

To-Be Heustrics Model

image shows To-Be Heustrics Model

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