7-month mission

Patient admission process redesign in an hospital

Context

Major need to improve patient services and process efficiency as competition between teaching hospitals increases

Goal

Rethink and deeply simplify the admission process, their management and tools

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Activities

Project launch on a pilot site: detailed diagnostic, definition of the target process and implementation of more than 200 actions

  • Identify 4 major levers: implement back-office file processing, reinforce performance management, stimulate communication channels, simplify administrative procedures
  • Prepare deployment at the other sites: targeted diagnostic, design and distribution of a deployment kit, implement a project governance and train internal change agents
  • Support key transversal project sites: IT system evolution and admission offices piloting mode

Impact

  • Eliminated 80% of appointment delays
  • Reduced file processing times by 70%
  • Systematic patient reminders through text messages to reduce appointment no-shows

Value added

  • Ability to interact with every organization level (agents, direct managers, executive committee)
  • Extensive knowledge of the client’s context and of the hospital sector
  • Expertise in operational excellence in the health sector
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