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International Conference on Business Process Management

BPM 2019: Business Process Management Forum pp 195–210Cite as

From Openness to Change to Patients’ Satisfaction: A Business Process Management Approach

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Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 360))

Abstract

On the example of the current health-care reform in Ukraine, the impact of process changes on the level of individual providers of care is analyzed. The empirical study focuses on the question of how much effective Business Process Management (BPM) and openness to change can help health-care providers like family doctors to keep their performance during a structural transformation. The theoretical framework of the study is based on an innovative human-centric approach to BPM. The results show that openness to change reduces the risk of burnout and reduces cooperation issues with other doctors and hospital departments. At the same time, burnout and cooperation issues increase the number of errors and the time span of diagnosing patients significantly.

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Notes

  1. 1.

    Henceforth the names of the constructs are capitalized.

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Author information

Authors and Affiliations

  1. Frankfurt School of Finance and Management, ProcessLab, Adickesallee 32-34, 60322, Frankfurt, Germany

    Yevgen Bogodistov, Jürgen Moormann & Rainer Sibbel

Authors
  1. Yevgen Bogodistov
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  2. Jürgen Moormann
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  3. Rainer Sibbel
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Corresponding author

Correspondence to Jürgen Moormann .

Editor information

Editors and Affiliations

  1. University of Copenhagen, Copenhagen, Denmark

    Thomas Hildebrandt

  2. Eindhoven University of Technology, Eindhoven, The Netherlands

    Boudewijn F. van Dongen

  3. University of Bayreuth, Bayreuth, Germany

    Maximilian Röglinger

  4. Vienna University of Economics and Business, Vienna, Austria

    Jan Mendling

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Bogodistov, Y., Moormann, J., Sibbel, R. (2019). From Openness to Change to Patients’ Satisfaction: A Business Process Management Approach. In: Hildebrandt, T., van Dongen, B., Röglinger, M., Mendling, J. (eds) Business Process Management Forum. BPM 2019. Lecture Notes in Business Information Processing, vol 360. Springer, Cham. https://doi.org/10.1007/978-3-030-26643-1_12

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  • DOI: https://doi.org/10.1007/978-3-030-26643-1_12

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-26642-4

  • Online ISBN: 978-3-030-26643-1

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