A meta-methodology for the design and modeling of patient journeys

The original contributions of this thesis enhance the field of healthcare improvement by providing new constructs for the conduct of patient journey modeling projects. More importantly the major contributions of this research provide practical tools that can be used by healthcare staff with little or no previous process improvement experience to improve the consistency and quality of outcomes for patient journey redesign initiatives. Significant research contributions are made in five areas: 1. Provision of a domain specific improvement architecture; 2. An assessment framework for process modelling tools; 3. A Multi-dimensional Patient Journey Modeling Conceptual Design; 4. A new healthcare specific patient journey modelling tool; 5. Improved technology support for patient journey modelling. The Patient Journey Modeling Meta-Methodology (PJM3) delivers an overarching architecture on which to base healthcare improvement initiatives well beyond any currently in existence. PJM3 allows for the definition of the healthcare provider strategy, in the form of Balanced Scorecards, and for these to be explicitly linked with operational process changes. PJM3 also accommodates the inclusion of relevant legislation/policies and accreditation requirements, practice guidelines and patient needs into the process modeling activities. The research concepts and tools presented in this work are demonstrated via their application in an Australian primary care maternity service