The literature emphasizes the importance of creating more responsive health care systems that can quickly adapt to evolving needs of patinets and can mobilise capacity promptly to avoid delays and queues. The paper contributes with a holistic process-oriented model for demand driven capacity planning and management, which is aimed to serve a wide range of outpatient units in a specialized care. The preliminary findings from the development and implementation work show that not a lack of capacity, but the need to properly understanding demand and managing patient flows is one of the major issue of capacity management in health care.