Management of support processes in Austrian hospitals: Integrated network of primary care processes and support processes

The transformation process and added value creation in Austrian hospitals can be divided into primary health care (core) processes, support processes and the overarching management processes. In conjunction with the increased focus on service and resource shortages, the important role of support processes comes more into focus. Hence, the question: What challenges and possible solutions with regard to the management of support processes in hospitals are being discussed and prioritized by the decision makers in Austrian hospitals? The methodological approach included an expert workshop and an online survey. The online survey focused on the challenges and solutions in terms of support processes in the hospital from the perspective of the Chief Executive Directors and Administrative Directors. The focus is on the optimization of internal structures and processes. Furthermore, it becomes clear that the desire for transparency is especially attended to by established indicators and criteria. It also becomes apparent that the enhanced engagement with external stakeholders and approaches are of minor importance. In future, however, it seems necessary to increasingly consider and develop the external demands and opportunities in terms of integrated networking, not only with respect to the primary care processes, but also in terms of support processes.