Focusing on the Client: Program Management at West Park Hospital

West Park Hospital knew it needed to redesign structures and re-engineer processes to maintain its competitive advantage—specialized, client focused rehabilitation and continuing care services. A major element of this redesign has been the transition to product-line, or program, management. It has taken several years to reach the current structure and, although results are good, the process has not always been simple. The hospital's experiences parallel those of businesses undertaking similar re-engineering initiatives. West Park advises other organizations to anticipate resistance to change, remain flexible, involve everyone, and recognize that it is impossible to communicate too often or too much.