Emergency departments (EDs) in the UK are facing unprecedented increases in attendance, and the ability to safely assess, diagnose, treat, refer or discharge patients is a national challenge. This article discusses one component of a comprehensive ED strategy created to address serious concerns identified by regulators and develop and improve services in the department at Medway NHS Foundation Trust, Kent.

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Changes to the business environment are forcing companies to look for ways to become significantly more efficient and more accessible to their customers, suppliers, and shareholders. Cliff Evans thinks the service-based operating model is the solution. Modelling SERVICE Best practiceBusiness Strategy Review Spring 2007