Successfully improving the patient pathway for a community of over 1.6 million people
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- AUTHOR|ORG
- DATE|12 Sep 2022
- READ TIME|--
We have helped consultants treat
3,000
more patients every year
We cut missed appointments by
50%
in 12 months
We have saved
€500K
of public money per year
The Challenge
Achieving appointment efficiency.
Our client is a large acute public health provider, but legacy systems and outdated processes were leading to 22% of patients missing appointments and reduced levels of service.
The Insight
Each missed appointment cost our client €120.
With a significant impact on waiting lists, patient care and performance standards.
The Objective
Our priority was to deliver a wide-scale transformation working in close partnership and collaboration with hospital managers, staff and clinicians to effect a lasting cultural change in a public sector institution.
Norrie Fitzgerald
We needed to step into people’s shoes. From understanding the systems to winning over clinical consultants by educating ourselves about treatment areas and the challenges faced.
Solution
We re-engineered the patient pathway, bringing in our people to overhaul processes, improve efficiencies and work side-by-side with hospital staff.
We started by reviewing over 100,000 patient records to define problems. By validating and capturing data, we were able to clean up records, get rid of duplication and update information. From there we could design a safer, streamlined appointment process with improved notifications for patients.
Within 12 months, we had increased the number of patients receiving treatment, reduced missed appointments and saved substantial public money.
As hospital managers, staff and consultants saw the benefits, we stepped up to take full responsibility for the whole process. And we’re proud to say that the service is consistently rated best in class
We now have around 180 people continuing what we started at the hospital. From checking patients in to data management, we oversee all aspects of patient service and monitor KPIs. Our client considers us “part of the team”, working with them to better serve the community.
Results
POWERFUL TRANSFORMATION
LASTING CULTURAL CHANGE
Winning trust to effect worthwhile change with the support of all stakeholders, from receptionists and managers to clinical consultants
SAVING TIME AND COSTS
New processes and systems have cut the number of missed appointments, saved money and reduced waiting lists: now more people are getting treatment, faster
ONGOING PARTNERSHIP
We’ve forged a collaborative working relationship, continuing to help the hospital deliver better outcomes for patients and reach rigorous performance standards
ABOUT
We believe there is always a smarter, more collaborative way to do things. So we have designed and built a company that aims to humanise the experience of transformational change for organisations.
We know that if we gather the most authentic, intelligent and inventive people and put the latest technology in their hands, there is no problem they can’t solve or business they can’t help transform and grow.
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