The purpose of this thesis was produced a software and indicators based on the strategy and critical success factors of the non-urgent care and service process of the Eastern Savo Hospital District Sosteri.

A mixed-method study consisted of three parts. The action research was developed using indicators monitoring non-urgent care and eVirtaus -software. The qualitative study investigated the occurrence of non-random variation using statistical process control (SPC) chart interpretation rules and statistical software (SAS JMP) histograms. The participatory action research explored the causes of non-random variations by using communal problem-solving methods.

The eVirtaus -software provides up-to-date information on statistical process control and utilizes the practices of non-urgent care process to support the operational and tactical operation of health care units. The eVirtaus software is one of the most valuable tools in managing future healthcare processes. This study showed that the indicator tool is not enough alone. Process management is based on information management and continuous acquisition of new knowledge. The process control methods and production function management techniques are proved to be effective and informative when healthcare processes are developed.