Abstract

Global healthcare systems are strained with higher patient loads due to longer life expectancy and higher disease burden. Due to extended services hours and easier access, South African indigent pa-tients with no medical insurance, rely on Emergency Care Centres for all-encompassing medical ser-vices. Integrated clinical processes require crucial resources, such as hospital beds, for an even flow of patients throughout hospitals. However, overcrowding deadlocks enabling assets, which constrains care delivery. Escalating waiting times and inefficient healthcare detracts from patient health. Strained economies necessitate sustainable, cost-effective reform. This research informs more efficient patient flow practice in Emergency Centres (ECs), by way of Health Information Systems (HIS) theo-ry. By adopting a pragmatic, inductive stance, a practical improvement output drew from the holistic, integrated management facet of Business Process Management (BPM). Case studies yielding compa-rable data occurred at three hospitals, two public and one private. Systematic use of BPM theories allowed the qualitative assessment of as-is process activity at patient touch-points, which supports the prescriptive conclusions. The data contextualised the disparity arising from better funded healthcare. By correlating current improvement efforts with BPM theory, this paper argues for IS-optimised busi-ness operations in clinical settings. Thus, presenting target business-areas to feasibly transform healthcare.

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