Title: Health services innovation: evaluating process changes to improve patient flow

Authors: Janna Anneke Fitzgerald, Kathy Eljiz, Ann Dadich, Terry Sloan, Kathryn J. Hayes

Addresses: College of Business and Law, University of Western Sydney, Locked Bag 1797, Penrith, NSW 2751, Australia. ' Deakin Graduate School of Business, Deakin University, 70, Elgar Rd., Burwood, Vic 3125, Australia. ' College of Business and Law, University of Western Sydney, Locked Bag 1797, Penrith, NSW 2751, Australia. ' College of Business and Law, University of Western Sydney, Locked Bag 1797, Penrith, NSW 2751, Australia. ' College of Business and Law, University of Western Sydney, Locked Bag 1797, Penrith, NSW 2751, Australia

Abstract: In common with many countries, emergency departments (EDs) in Australia are under stress. To reduce |access block| (where service demands exceed the ED|s capacity) work processes in the ED of a public hospital were analysed using animated simulation. This article describes organisational culture changes supported by the use of simulation as an impartial form of analysis and communication. Data collected included time stamps and booking schedules in the imaging department (ID), semi-structured interviews and patient flow observations from the ED to the ID. Implementation of ID staff-suggested improvements resulted in a 25% increase in the capacity of the ultrasound department and a doubling of its ED cases. Improved communication between the ED and the ID, as a direct result of this project, has led to ongoing interdepartmental cooperation. One implication is that changes to health organisational culture can be assisted by computer simulations providing rapid and accurate predictions of change outcomes.

Keywords: healthcare management; process improvement; culture change; organisational culture; patient flow; health services innovation; Australia; accident and emergency departments; A&E; public hospitals; animation; simulation; interdepartmental cooperation; imaging department.

DOI: 10.1504/IJHTM.2011.040479

International Journal of Healthcare Technology and Management, 2011 Vol.12 No.3/4, pp.280 - 292

Published online: 28 Mar 2015 *

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