Maroondah Hospital: Business Process Analysis and Redesign Report

This report analyzes the business processes of Maroondah Hospital, a metropolitan teaching hospital, focusing on the general medical process patients undergo. The report begins with a business background and assumptions, highlighting the hospital's services and operational context. It identifies key issues, such as long wait times, communication gaps, and inefficiencies, which hinder high-quality patient care. The analysis uses a four-layer model to illustrate organizational, functional, information, and service aspects. The report recommends a process redesign project, outlining priorities, feasibility studies, stakeholder analysis, and consideration of potential issues. The goal is to improve patient care by streamlining processes, reducing wait times, and enhancing communication within the hospital. The conclusion emphasizes the need for process redesign to provide cost-efficient and high-quality patient care, addressing the current inefficiencies and proposing the implementation of electronic patient records.

Running head: BUSINESS PROCESS MANAGEMENT
Name of the Student:
Student ID:
INF80028 – Business Process Management
Assessment number:
Due date:
% weighting:
I hold a copy of this assignment that can be produced if the original is lost/damaged. To the best
of my belief, no part of this assignment has been copied from any other student’s work or from
any other source except where due acknowledgement is made in the text. No part has been
written for me/us by any other person, except where such collaboration has been authorized by
the lecturer concerned.
______________________
Signature and date

1BUSINESS PROCESS MANAGEMENT
Executive Summary
This report is based on the business case of Maroondah Hospital, which is a metropolitan
teaching hospital providing services like emergency medicine, general and specialist medicine,
general and specialist surgery, critical care services, ambulatory and allied health. This paper
focuses on the general medical process that a patient has to undergo in any normal hospital. In
this report, the discussions are carried out on background of the business and assumptions on
business conditions. From analysis of the existing processes of Maroondah hospital, it can be
said that there is a need to redesign the business processes within the organization for providing
high-quality and cost-efficient patient care. The business processes that are existing in the
organization somewhere lack in providing the quality of care that is expected from the hospital.
The present business model is not efficient enough as it has long wait time which is undesirable
for patients and also leads to delay in obtaining the test results. Hence, in this report the issues
have been identified that needs to be addressed for improving the business processes and
proposed solution is to undertake process redesign project.

2BUSINESS PROCESS MANAGEMENT
Table of Contents
Introduction......................................................................................................................................3
Business Background and assumptions...........................................................................................3
Discussion on the issues and opportunities.....................................................................................4
Recommendation.............................................................................................................................6
Identification of the priorities and requirements.........................................................................6
Feasibility and Stakeholders analysis..........................................................................................7
Consideration of issues................................................................................................................7
Conclusion.......................................................................................................................................7
References........................................................................................................................................8
Appendix: BPMN Diagram.............................................................................................................9

3BUSINESS PROCESS MANAGEMENT
Introduction
This report is based on the business case of Maroondah Hospital, which is a metropolitan
teaching hospital providing services like emergency medicine, general and specialist medicine,
general and specialist surgery, critical care services, ambulatory and allied health. This paper
focuses on the general medical process that a patient has to undergo in any normal hospital. In
this report, the discussions are carried out on background of the business and assumptions on
business conditions. Further, the analysis is done on the existing business process of the hospital
to determine the key issues and problems that are being faced by the business. For better
understanding of the business processes of Maroondah hospital, a level 1 model is developed
with the use of BizAgi Modeler. The business process model helps to determine the
opportunities that the hospital will have upon addressing the identified issues or problems
(Goedertier, Vanthienen and Caron 2015). The recommendations are also presented in a section
to provide an overview of the changes that can be implemented in the hospital to improve the
existing business processes.
Business Background and assumptions
Maroondah hospital is situated in Ringwood East. It is a metropolitan instructing doctor's
facility that gives administrations including crisis prescription, general and pro medication,
general and authority surgery, basic care administrations, walking and partnered wellbeing. This
case concentrates on the General Medical process which is the procedure that a patient needs to
experience at a typical doctor's facility. Every patient's visit is considered as a case, which begins
with the patient's permission and finishes when the patient is released. Every patient has an
individual patient record. The procedure comprises of a progression of undertakings, for
example, conclusion, tests and medicines (Jeston and Nelis 2014). The errands are performed by
different asset bunches in the healing facility: specialists, test specialists, advisors, receptionists
and calendar organizers. The objective of the usage is to delineate authoritative learning, clinical
data and restorative information to a work process definition, with the goal that the action can be
overseen all the more effectively, and data indexed for future reference.

4BUSINESS PROCESS MANAGEMENT
The objective of the general restorative process is to give high caliber and cost-proficient
patient care. As it were, to treat more patients with less cost in a similar day and age without
relinquishing the nature of care.
Discussion on the issues and opportunities
The major problem that is being faced by Maroondah hospital is high demand with the
increase of population in the eastern suburbs. The first procedures are not scaling up to take care
of the higher demand. There are some significant issues which should be illuminated in the
present framework, for example:
 Low productivity is the most detectable issue. Here and there the sitting tight time is
horrendous for patients, and furthermore delays in getting test comes about and pointless
tests.
 As the procedures include a wide range of interior units and outer associations,
correspondence is a major issue. To guarantee prompt analysis requires abnormal state
joint effort among these substances and this is in some cases hard to oversee.
 Disease administration should be improved in view of the utilization of Electronic Patient
records.
The procedure begins with an assistant enlisting the patient at the front work area took
after by a calendar organizer making an arrangement for an underlying finding. The analysis is
done by a specialist who will choose what to do with this patient. Besides that the patient does
not require any assistance or would not benefit from outside intervention, the patient will be
discharged, making the procedure end (Alotaibi 2016). In the event that the specialist supposes
another person can additionally help the patient, he/she is alluded to a specialist with other
aptitude. In the event that the patient's side effects are not clear, the specialist will recommend
additionally tests before making any further determinations.
There are a wide range of sorts of tests (e.g. biochemical tests, visual tests, and capacity
tests). The tests are done by different specialists, with the test outcomes being sent to the
specialist for the subsequent finding. The specialist may choose to discharge the patient, counsel
other restorative professionals or masters, ask for additionally tests or endorse proper
treatments/medications. There are numerous decisions accessible to the specialist, for example,

5BUSINESS PROCESS MANAGEMENT
drug, surgery, radiotherapy, and physiotherapy, all of which are taken care of by a scope of
therapeutic staff (Reijers, Mendling and Recker 2015). Following treatment, a forecast is planned
in view of the consequences of the treatments. For any analysis, test or treatment, an arrangement
must be made beforehand by the schedule planner.
The analysis on the business process layers of Maroondah hospital is illustrated with the
help of diagram as below:
Figure 1: Business process layers of Maroondah Hospital
(Source: Created by Author)
The above figure illustrates that there are four process layers in the business of
Maroondah hospital such as organizational, functional, information and product or services. The
organizational layers comprises of the decisions that are being taken by management of the
organization. The functional layer involves the operations that are carried at the management
level of the organization. The product or service layer consists of the services being offered to
the patients visiting the hospital. The information layer has a major role to play in the business as
this layer is responsible for handling of the patient information.
Organizational
View
Functional
View
Information
View
Product /
Service View

6BUSINESS PROCESS MANAGEMENT
The major issue that has been identified in context to the business processes of the
hospital is that the patients often have to wait for long time to obtain their test results and there is
also communication gap as there is involvement of internal as well as external organizations in
the hospital.
The main opportunity that can be gained by the organization upon addressing the
identified issues is improvement of the quality of care being provided to patients (Rospocher,
Ghidini and Serafini 2014). The resolution of issues in context to the case of Maroondah hospital
will help to achieve map the patient data to electronic patient records so that it becomes easy to
keep track of the patient history or previous treatment and the preferred doctor.
The assumptions that have to be considered in context to the business processes of the
hospital is redesigning the processes. The assumptions that have been made for implementing the
process redesign project as illustrated below:
 Guidelines have been prepared in a proper structured format.
 Processes are modelled considering the guideline and decision rules.
 Patient data is mapped with Electronics patient records.
 Resources are properly organized for completion of tasks.
Recommendation
The process redesign project have to be done by following various steps as illustrated
below:
 Proper identification of the priorities based on requirements in context to the
business processed of the hospital.
 Feasibility study have to be carried out along with analysis of stakeholders
associated with the business.
 The issues that will have an impact on the decision of management have to be
taken into consideration.
Identification of the priorities and requirements
The requirements of Maroondah Hospital have to be identified properly by conducing
face to face meeting or personal meetings with the management prior to redesigning of the

7BUSINESS PROCESS MANAGEMENT
existing processes (Wang, Indulska and Sadiq 2014). The identified requirements have to be
prioritized in an organized manner so that the redesign project complies with requirement of the
hospital.
Feasibility and Stakeholders analysis
A feasibility study have to be conducted to determine capability of the process redesign
project along with cost and benefits before allocation of financial resources (Van Der Aalst
2013). The feasibility analysis will help to determine whether the needs of the business can be
fulfilled with the process redesign project.
The analysis of stakeholders is an essential factor for the success of any project hence
there is a need to conduct this analysis in context to this particular process redesign project. The
stakeholder analysis will help to determine the exact requirements of the client and the views of
associated stakeholders with the project.
Consideration of issues
The issues that may arise from the process redesign project needs to be addressed
carefully so that it does not have an influence on the decisions of management for the process
redesign project. There is a need to implement a change management plan for handling the
changes that will occur in business due to the process redesign project.
Conclusion
From analysis of the existing processes of Maroondah hospital, it can be said that there is
a need to redesign the business processes within the organization for providing high-quality and
cost-efficient patient care. The business processes that are existing in the organization
somewhere lack in providing the quality of care that is expected from the hospital. The present
business model is not efficient enough as it has long wait time which is undesirable for patients
and also leads to delay in obtaining the test results. Hence, in this report the issues have been
identified that needs to be addressed for improving the business processes and proposed solution
is to undertake process redesign project.

8BUSINESS PROCESS MANAGEMENT
References
Alotaibi, Y., 2016. Business process modelling challenges and solutions: a literature
review. Journal of Intelligent Manufacturing, 27(4), pp.701-723.
Goedertier, S., Vanthienen, J. and Caron, F., 2015. Declarative business process modelling:
principles and modelling languages. Enterprise Information Systems, 9(2), pp.161-185.
Gruhn, V., Laue, R., Kühne, S. and Kern, H., 2015. A business process modelling tool with
continuous validation support. Enterprise Modelling and Information Systems
Architectures, 4(2), pp.37-51.
Jeston, J. and Nelis, J., 2014. Business process management. Routledge.
Leopold, H., Smirnov, S. and Mendling, J., 2015. Recognising activity labeling styles in business
process models. Enterprise Modelling and Information Systems Architectures, 6(1), pp.16-29.
Quix, C., Chakrabarti, A., Kleff, S. and Pullmann, J., 2017. Business Process Modelling for a
Data Exchange Platform.
Reggio, G., Leotta, M., Clerissi, D. and Ricca, F., 2017, April. Service-oriented domain and
business process modelling. In Proceedings of the Symposium on Applied Computing (pp. 751-
758). ACM.
Reijers, H.A., Mendling, J. and Recker, J., 2015. Business process quality management.
In Handbook on Business Process Management 1 (pp. 167-185). Springer Berlin Heidelberg.
Rosemann, M. and vom Brocke, J., 2015. The six core elements of business process
management. In Handbook on business process management 1 (pp. 105-122). Springer Berlin
Heidelberg.
Rospocher, M., Ghidini, C. and Serafini, L., 2014, September. An ontology for the Business
Process Modelling Notation. In FOIS (pp. 133-146).
Van Der Aalst, W.M., 2013. Business process management: a comprehensive survey. ISRN
Software Engineering, 2013.

9BUSINESS PROCESS MANAGEMENT
Wang, W., Indulska, M. and Sadiq, S., 2014. Integrated modelling of business process models
and business rules: a research agenda. ACIS.
Appendix: BPMN Diagram

10BUSINESS PROCESS MANAGEMENT