ABSTRACT
Many discussions in hospital organisational development revolve around the process chains followed by patients and the management of these processes, for example,
SUMMARY
discussions surrounding the re-design of services for elective patients by providing diagnostic and treatment centres or the possible expansion of community-based services for older people as a means of transferring care away from the acute hospital. It is, however, amazing to see that these discussions often take place without participants having a basic understanding of the process chains currently followed by the patient groups affected.
