Service process redesign applying value stream analysis: The case of a patient discharging process

Discharging patient is the very last stage in the hospital experience. The lengthy discharge process would elevate the frustration to the patient. This concerns the hospital´s executive. They feel that the discharging process performed in the hospital is time consuming and consequently results in patients waiting and blocking beds from new admission. The purpose of this paper is to attempt service process redesign by applying the concept of value stream analysis as well as the service process design. The attempt to apply value stream mapping to the service process has also been made despite of its complexity to the service context. Waste can be identified applying the service waste terminology. The proposed discharging process is developed.