Re-engineering in public sector health care: A telecommunications case study

This article aims to investigate the application of re-engineering methodology to public sector health care, in order to determine if increasing demands for customer satisfaction resource cuts in this sector can be addressed. Public sector health care faces large scale change owing to increasing Government performance targets, resource cuts and increasing customer/ patient demands. Re-engineering is a large-scale change philosophy and methodology that has been applied with varying degrees of success and failure in the private sector. In public sector health care there is a paucity of in-depth case study research to determine key success factors for re-engineering in this sector. There is a need to determine the appropriateness of re-engineering for helping to address the challenges faced in public sector health care. This article presents the results from a case study application of re-engineering in a public sector health care Trust. The area re-engineered was that of telecommunications. The methodology applied and the key success factors determined by the study are discussed in detail.