Improved Patient Care: Success Snippet

This is a story about how to offer better care leveraging mobile intelligent BPM. While the story here is aimed at a hospital setting, you can easily imagine leveraging this kind of power in several industries.  This is a good story because it helps people; not just profits.


Physician Writing in Medical Chart --- Image by © Royalty-Free/Corbis


The Challenge:

About five years ago, the management and board of directors at a  hospital set an aggressive goal. They wanted the hospital to be ranked within the top 10 percent among academic health science centers in patient care and quality in North America. To achieve that goal, the hospital needed to be able to manage, measure and improve its performance in several key metrics. Over the years, The hospital dealt with numerous challenges. Occupancy rates, for example, grew to 110 percent or even greater. At the same time, the hospital saw an increase in the complexity of patient conditions as they started living longer lives.

However, The hospital found that with this increased complexity, healthcare professionals were spending more time searching for information and resources, resulting in less time with their patients. As a result, patients could experience delays in their care, impacting the overall patient experience. This increased complexity was also placing a significant burden on the care providers to make sure they had all the information they need before making decisions and treating patients.

The Solution:

The hospital created a comprehensive care process management platform with the goal of improving patient flow, safety, quality of patient care, and the overall patient experience. The platform is based on the integration of multiple offerings and includes business process management and operational decision management. The platform included the following:

  • Closed-loop communication capabilities to ensure in-process communications are properly sent, received and acted on. For example, providers can enter detailed consult requests, track responses and follow established escalation procedures and policies. Or, an attending physician can send an electronic request to a patient’s general practitioner for clarification on a past diagnosis.
  • The ability to view and maintain a patient’s “circle of care,” a simple, easy-to-use visual interface that identifies the providers involved in a patient’s care and facilitates communication and collaboration between them. The circle of care helps members of the care team understand which services are currently engaged in the patient’s care and which are no longer involved, and identify the specific people currently avail-able within those services, addressing the dynamic nature of resource scheduling in the hospital.
  • A multi-disciplinary activity plan that enables providers to assign tasks, monitor activities and gain visibility into the entire chain of activities, helping the care team communicate and collaborate and reducing the amount of time spent searching for patient statuses.
  • Metrics for tracking process execution that can then be benchmarked against historic and real-time data, so information from processes that are currently running can be used to make immediate, more-informed decisions. For example, knowing the historical response times for various doctors and their areas of specialization might help select the most appropriate doctor for an emergency department consult, balancing skills and predicted response time. This benchmarking also provides the necessary information to practice evidence-based care by determining which processes are working and what process changes need to occur to improve outcomes.

The Results:

The solution at the hospital is helping care personnel and hospital administrators improve patient flow, ultimately improving patient outcomes and delivering a more positive patient experience.Intelligent BPM allows everyone to spend more time focusing on the right things and less time focusing on the mechanics, the bureaucracy, the paperwork and other things. People are not spending time chasing information, but spending time dealing directly with the patients. The hospital anticipates that the new solution is going to have far-reaching effects, for the hospital and possibly for the entire industry. Being able to drive out the inefficiencies to free up clinicians to do the things they ought to be doing for the patients helps provide better care

Net; Net:

Intelligent and accessible BPM is going to change many industries including healthcare


The above success story has been summarized and made anonymous to get the essence of the success documented quickly. The source of this success story is a technology provider named IBM.

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