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The authors have been researching the theory and practice of BPR (business process reengineering) since early nineties. In the paper, their own definition of the steps toward a successful BPR is briefed and applied as a background of the author's benchmarking of management concepts of ISO 9000, TQM, BPR, and 20 Keys. These are the most influential management concepts in Slovenian organisations, as a case of the countries that are now new members of European Union. BPR was found supported most of all. The presented management concepts are compared on the basis of clearly defined criteria, such as targets, initiative, IT role, customer role, degree of BPR, role of implementation, and management, HRM, and rate of project implementation. Results may allow for a wider application of BPR concept offered here anew in different countries as business environments in a similar stage of economic development. ; Autori su istraživali teoriju i praksu BPR-a (business process reengineeringa) od ranih devedesetih. U ovom članku iznose vlastitu definicija koraka prema uspješnom BPR-u, koja se primjenjuje kao čimbenik benchmarkinga management koncepata ISO 9000,TQM, BPR i metode 20 ključeva. Ovo su najutjecajniji koncepti managementa u slovenskim poduzećima, što se iznosi kao slučaj zemlje - nove članice Europske unije. BPR je bio najviše podržan od svih predstavljenih metoda. Analizirani koncepti managementa uspoređeni su temeljem jasno definiranih kriterija, kao što su ciljevi, inicijativa, uloga informacijske tehnologije, uloga potrošača, stupanj BPR-a, uloga implementacije i managementa, upravljanja ljudskim potencijalima i stupanj implementacije projekta. Rezultati ukazuju na mogućnost šire primjene BPR-a u različitim zemljama čija su poslovna okruženja u sličnoj fazi ekonomskog razvoja.

The objective of the study was to: a) Analyse the causes of patient complaints on a large sample of the population of the Republic of Slovenia, and b) Develop a discrete simulation model used for the handling of patient complaints. Data obtained from the survey (N=1195), was used in the determination of parameters while legislation in the field of patient rights was employed to determine the structure of the simulation model. The model was used to simulate activities for different categories and paths of complaints. The most commonly identified causes of patient complaints were identified as follows: violation of legislative stipulations (93.6%), deterioration of health (93.1%), suspected improper treatment (91.7%), staff unavailability (91.1%), disregard of violations (90.9%) and loss of documentation (89.4%). Through improved transparency and safe electronic access, the simulation of patient complaints process enables feedback for policy makers to foster the quality of healthcare services.