Innovating the patient care process: the case of multiple sclerosis at Casa Sollievo della Sofferenza

In this paper, ambidextrous BPM, supported by Soft System Methodology, was adopted to analyze and redesign the care process of patients affected by multiple sclerosis (MS). An integrated ecosystem of technologies, including eHealth and mHealth technologies, was developed and the process innovatively redesigned so as to make it more responsive to medical staff and patient needs and more efficient.