Patient journeys: the process of clinical redesign

Med J Aust. 2008 Mar 17;188(S6):S14-7. doi: 10.5694/j.1326-5377.2008.tb01668.x.


*Clinical process redesign is a successful improvement method that has been used to increase access to health services in 60 public hospitals across New South Wales, and at Flinders Medical Centre (FMC) in South Australia. *The method focuses on the patient journey as the primary improvement locus, and uses process mapping to identify the value-adding steps in that journey; it involves redesign teams identifying and eliminating non-value-adding steps to improve flow and reduce delays in access to emergency and elective care. *The method engages clinicians, managers, patients and carers, and delivers real gains in health care delivery. *This article outlines the clinical process redesign programs being used by NSW Health and at FMC.

MeSH terms

  • Emergency Service, Hospital / organization & administration
  • Health Services Accessibility / organization & administration*
  • Health Services Needs and Demand / statistics & numerical data
  • Humans
  • Institutional Management Teams*
  • New South Wales
  • Organizational Innovation
  • Patient Care Management / organization & administration*
  • Patient Readmission
  • Personnel Administration, Hospital / statistics & numerical data*
  • Process Assessment, Health Care
  • Total Quality Management / organization & administration*