Capacity management at the tactical level; connecting passions with facts


The Jeroen Bosch Hospital started with a capacity management program for the surgical specialties in 2015. This program introduces a cyclical tactical planning process in order to improve the availability of capacities when they are needed. The change management approach we have taken is first of all based on thorough analyses. However, analyses alone don’t properly address and change the more or less felt lack of capacity for an early patient planning. When acting upon both facts and passions, we touch the heart of the capacity management challenge. In my presentation I will further explain the approach we have taken and our experiences so far.


Jitske Teeuwen is program manager of the capacity management program at the Jeroen Bosch Hospital (JBZ) in ’s-Hertogenbosch. She has a background in Business Science and experience as a research fellow, consultant and program manager in the organization of health care.

In 2010 she joined the Jeroen Bosch Hospital as advisor in the broad spectrum of quality and safety issues. With her special interest for patient flow, she is currently leader of the capacity management program for the surgical specialties.

Before joining the Jeroen Bosch Hospital she chaired collaboratives in improving patient flow at the Dutch Institute for Health Care Improvement (CBO). Besides this, she was consultant and part of the management team of ‘Sneller Beter pijler 3’ in which 21 hospitals improved their patient logistics, patient safety and patient-centeredness. Moreover, she was project leader of the perioperative care collaborative in which 33 Dutch hospitals implemented the Enhanced Recovery After Surgery (ERAS) protocol, a multimodal perioperative care program which has shown great benefit for both patients and the hospital organization.