...Siobhan McClelland; Karen Jones Patient‐focused care (PFC) and business process re‐engineering (BPR) have been advocated in the academic literature as techniques to improve both quality of service and reduce costs. Seeks to separate and delineate the components of PFC and BPR and, using the case...

... ]. Applications of re‐engineering in hospital settings are becoming widespread[ 8 ]. The (American) Health Care Advisory Board[ 9 ] argues that the “twenty‐first century hospital” will have four distinguishing features: © MCB UP Limited 1996 BPR Hospitals Operating systems The problems...