People-centric, ICT-enabled process innovations via community, public and private sector partnership, and e-leadership: The case of the Dompe eHospital in Sri Lanka

(a) Situation faced: This case study is a unique example of a people-centric ICT-enabled BPM effort that overcame many challenges through steady championship fuelled by a multi-sectorial support network (local community, government agencies, private sector and institutes of higher education). Driven by a desire to make a difference, a weekly reputed regional hospital in Sri Lanka with chaotic, mundane, manual processes became a landmark success in its service efficiency and effectiveness via staged-continuous improvements, collaborative ideation, creative resource utilisation, and effective management of its “people” aspects. (b) Action taken: The project took a multi-staged people-centric approach. Major attitudinal change efforts with staff helped to build a unified internal workforce that was empowered to understand the patients’ needs. The hospital’s physical environment was transformed into a peaceful, pleasant atmosphere that was free of chaos. The entire patient-care-process was mapped, analysed, and transformed with IT enabled process improvements. A new patient records management system and a mobile-channeling system was implemented to eliminate long queues and increase the quality of patient care. Continued reviews and improvements are key in this case, as the vision to make a difference does not end with a single initiative. (c) Results achieved: The case illustrates how an ordinary government regional hospital’s patient-care pro-cess was transformed with the collective efforts of multi-stakeholder power. The reforms have enabled the hospital to increase the quality of patient care, enhance staff satisfaction, gain deep support, and get buy-in from higher authorities and the community. These process reform efforts enabled not only a one-off improvement initiative but a sustained success story that has received national and international attention. (d) Lessons learned: A key takeaway is how all of the enabling elements (champion