Abstract
Accident & Emergency (A&E) care delivery is often given emphasis in the healthcare sector owing to its inelasticity of demand. In recent years, public hospitals in Singapore, both government and restructured, saw themselves increasingly coping with the surge in demand for A&E treatment. Escalation in healthcare costs is likely to cause unhappiness among the public if this is not matched with improved quality of emergency services. The Business Process Re-engineering (BPR) project at Singapore's Alexandra Hospital (AH) is timely given the current social climate, and also exploits the opportunities presented by the ongoing facility upgrading and computerization projects. This article describes the BPR experience at AH A&E and how it was transformed through the exercise. Results of the analysis of the processes and some redesign strategies and outcomes are highlighted in the paper. Copyright © 1999 John Wiley & Sons, Ltd and Cornwallis Emmanuel Ltd.
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