From Openness to Change to Patients’ Satisfaction: A Business Process Management Approach

  • Yevgen Bogodistov
  • Jürgen MoormannEmail author
  • Rainer Sibbel
Conference paper
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 360)


On the example of the current health-care reform in Ukraine, the impact of process changes on the level of individual providers of care is analyzed. The empirical study focuses on the question of how much effective Business Process Management (BPM) and openness to change can help health-care providers like family doctors to keep their performance during a structural transformation. The theoretical framework of the study is based on an innovative human-centric approach to BPM. The results show that openness to change reduces the risk of burnout and reduces cooperation issues with other doctors and hospital departments. At the same time, burnout and cooperation issues increase the number of errors and the time span of diagnosing patients significantly.


Business Process Management Process change Job demands–resources model Health-care management 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Yevgen Bogodistov
    • 1
  • Jürgen Moormann
    • 1
    Email author
  • Rainer Sibbel
    • 1
  1. 1.Frankfurt School of Finance and Management, ProcessLabFrankfurtGermany

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