Redesigning Occupational Therapy Service Provision to Increase Efficiency, Effectiveness and Stakeholder Satisfaction

Authors: Horton, Ayana; Hall, Jennifer

Source: The British Journal of Occupational Therapy, Volume 71, Number 4, April 2008 , pp. 161-164(4)

Publisher: College of Occupational Therapists

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The Newham Children's Services Occupational Therapy Department faced a number of major challenges, including an insufficient capacity to meet the growing demand for services, insufficient funding, an inability to fill posts consistently and an extremely long waiting list. It used business process redesign (BPR) techniques to address these problems. The redesign process involved a systematic and thorough approach to problem solving and the implementation of the solutions. Within 3 years, the team had decreased significantly both the rate of formal complaints and the length of the waiting list. It had also increased staff retention and morale. The team's success demonstrates that BPR can be a useful tool in improving the efficiency and effectiveness of occupational therapy services and stakeholder satisfaction.

Document Type: Regular Paper

Publication date: April 1, 2008

More about this publication?
  • The British Journal of Occupational Therapy (BJOT) is the official journal of the College of Occupational Therapists. Its purpose is to publish articles relevant to theory, practice, research, education and management in occupational therapy internationally.

    BJOT publishes research articles, critical reviews, practice analyses, opinion pieces, editorials, letters to the editor, book reviews and an annual index. Please refer to the author's guide at

    Submissions can be made at

    The 2012 Impact Factor for The British Journal of Occupational Therapy is 1.096.

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