A Children’s Treatment and Development Centre was faced with a challenge.
The provincial government had announced an upcoming overhaul to the center’s largest program, moving it from a government managed and funded program to a direct funding model. Meaning families would be provided funding directly and become responsible for purchasing services.
The client had never needed to “sell” its services before, and didn’t have the framework, training, or tools in place to do so. Furthermore, services, as currently delivered, and the planned funding would not support most client’s needs.
Fundamentally, they had to rebuild their business from the ground up.
Carpedia worked alongside the client to develop an operational model that delivered a competitive service under the new government program.This involved redesigning the organization to make their services more cost effective, while maintaining a high quality of delivery.
Key changes included:
- Simplified processes and redefined roles and responsibilities
- Designed services and redesigned delivery to align with client needs and available funding
- Implemented forecasting tools to drive resource planning and decision making
- Created a pricing model to account for direct and indirect costs for each program offering
- Installed management performance system to align cost and service metrics
- Created new back-end processes to accept payment
- Developed KPI’s and dashboards to provide visibility to overall unit cost, service, and quality
- Developed a Sales Team and strategies to connect with and support potential clients
The Results
The changes implemented have enabled the client to continue to support families and to be agile.
Carpedia continues to work with the client as the funding model continues to change and evolve. We have continued to work with the client to adapt changing patient needs by creating virtual care services.
Results include:
- Implemented new Operating Model
- Increased Direct Client Time
- Decreased Labor Costs
- Reduced Indirect Costs
