Purpose – The purpose of this paper is to present findings from an action research intervention in the outpatient department of a National Health Service (NHS) Hospital. It investigates the perceived and actual problems of measuring capacity at a UK hospital. Design/methodology/approach –...

This paper presents findings from an action research intervention in the outpatient department of a National Health Service (NHS) Hospital. It investigates the perceived and actual problems of performance measurement, specifically measuring capacity, at a United Kingdom (UK) hospital. An action...