A business process management approach to patient journey mapping for small and medium private health facilities in Kampala: optimizing health information systems

Abstract

Introduction: This research examined how Business Process Management (BPM) could be utilized to visualize the patient journey in small and medium-sized private for-profit (PFP) health facilities in Kampala, Uganda. It investigated the challenges within current health information systems by analyzing patient interactions with healthcare providers at various stages. The study also proposes methods to enhance patient experiences and operational effectiveness in these environments. Methods: We used a qualitative research approach, which involved conducting in-depth interviews, making direct observations, and mapping out processes using Business Process Modeling Notation (BPMN). We selected five clinics and analyzed various workflows, including registration, diagnostics, treatment, billing, and follow-up procedures. Results: The analysis discovered that the existing health information systems do not align well with the patient flows. There are challenges related to integrating data, receiving test results promptly, and monitoring patient follow-up care. This study proposes that designing HIS based on implementing Business Process Management (BPM) principles in designing can reduce manual data entry, improve information sharing, and enhance the overall smoothness of patient care. Discussion: The research demonstrates the potential of BPM to enhance healthcare delivery by providing a systematic framework for understanding and optimizing patient journeys. This aligns HIS with key business processes, reducing bottlenecks, improving data accuracy, and supporting better patient outcomes. Conclusion: Aligning health information systems (HIS) with patient journeys using BPM principles can significantly enhance healthcare delivery in private-for-profit (PFP) health facilities in Kampala. The study recommends developing tailored HIS solutions to meet the specific operational needs of these clinics.