Process performance indicators in redesigning the patient care process

Abstract

Purpose: The purpose of this paper is to investigate the regulator's attempt at redesigning the patient care process (PCP) - a core business process in public hospitals - by introducing dichotomous process performance indicators as an innovative management tool intended to align the State health care policy with the everyday management of operations at a hospital ward. Design/methodology/approach: The paper presents an ethnographic case study of redesigning the PCP according to the strategy originating outside the organization. The study employs competing theories that represent alternative epistemological and ontological views of the world in order to produce a tentative explanation of why ..