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Hippi Care Hospital: Towards Proactive Business Processes In Emergency Room Services, Kar Way Tan, Venky Shankaraman
Hippi Care Hospital: Towards Proactive Business Processes In Emergency Room Services, Kar Way Tan, Venky Shankaraman
Research Collection School Of Computing and Information Systems
It was 2.35 am on a Saturday morning. Wiki Lim, process specialist from the Process Innovation Centre (PIC) of Hippi Care Hospital (HCH), desperately doodling on her notepad for ideas to improve service delivery at HCH’s Emergency Department (ED). HCH has committed to the public that its ED would meet the service quality criterion of serving 90% of A3 and A4 patients, non-emergency patients with moderate to mild symptoms, within 90 minutes of their arrival at the ED. The ED was not able to meet this performance goal and Dr. Edward Kim, the head of the ED at HCH, had …