SHC is a large health care system with 2 hospitals, 25 satellitehealth centres, and 56 outpatient clinics. SHC had 1.5 millionoutpatient visits and 60,000 inpatient admissions the previousyear.
SHC’s health care delivery system was experiencing significantproblems with long patient waiting times, uncoordinated clinicaland patient information, and medical errors. Doctors, nurses, labtechnicians, managers, and medical students in training were veryaggravated with the labyrinth of forms, databases, andcommunication links. Accounting and billing were in a situation ofconstant confusion and constantly correcting medical bills andinsurance payments. The complexity of the SHC information andcommunication system overwhelmed its people. To improve the qualityof care, SHC has
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