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The purpose of this paper is to present a case study of a healthcare service redesign. In 2005, sleep disorder diagnostic assessments for patients in the Province of Manitoba were conducted at two independent sites. Referrals had accumulated, creating a waiting list of over 3,400 patients while only 1,200 patients were studied annually. Wait times for diagnosis and treatment increased dramatically. No managed patient database existed, nor were there standards to measure the effectiveness of the services.

A systems analysis approach was used which including population demand analysis, value stream mapping and refining the clinical service objectives. The current and desired state of the system was defined and a gap analysis became the foundation of a change management plan.

A system redesign resulted in tripling the throughput with a 35 per cent increase in operating budget, evaluation metrics, elimination of diagnostic handling and treatment start delays, and an increase in treatment rates for positively diagnosed patients from 55 to 70 per cent.

This paper provides an example of how healthcare services can be envisioned using a systems analysis approach.