As-is process criticalities and to-be proposal.

Covid-19 outbreak led all organizations to reorganize their processes to prevent infection and contagion risk. All healthcare facilities, included penitentiary mental health services, had to redesign their processes to safely deliver care services. In this paper, the case of a Penitentiary Mental Health Division located in southern Italy is presented. Soft System Methodology and Business process management principles and techniques are adopted to analyse and redesign the detainees’ mental health care process. The process, characterized by direct, close and prolonged contact with patients, exposes detainees and healthcare staff to a high Covid-19 infection risk. Through document analysis, interviews with the actors involved in the process and direct observation, the process’s inefficiencies and criticalities are identified. The process is redesigned to make it compliant with Covid-19 prevention provisions and national penitentiary regulations and address the other criticalities. The proposed methodological approach–which innovatively combines Soft System Methodology and Business Process Management–constitutes a human-centered process-based redesign approach that can be used both in healthcare and other organizational settings.

新型冠状病毒肺炎（COVID-19）疫情暴发后，各类组织机构均需重构其业务流程，以规避感染及传播风险。包括监狱精神卫生服务在内的所有医疗保健机构，均需重新设计业务流程，以安全提供照护服务。本文以意大利南部某监狱精神卫生科的实际案例为研究对象。本研究采用软系统方法论（Soft System Methodology）与业务流程管理（Business Process Management）的原则与技术，对在押人员的精神卫生照护流程进行分析与重构。该流程因需与服务对象开展直接、密切且长时间的接触，使得在押人员与医护人员均面临较高的新冠病毒感染风险。研究通过文档分析、流程相关方访谈及实地观察，识别出该流程存在的低效性与关键问题。本次流程重构工作旨在使该流程符合新冠疫情防控规定及国家监狱管理法规，同时解决其他现存关键问题。本研究提出的方法学路径创新性地融合了软系统方法论与业务流程管理，构建了一种以人为中心的基于流程的重构方法，可应用于医疗保健及其他各类组织机构场景。