A leading healthcare network was looking to improve performance and patient access across multiple Breast Health and Radiology outpatient sites. Ultimately, the network had a desire to grow and increase patient access to key services but was unsure of their current asset capacity and utilization.
An assessment identified the following opportunities:
- Key assets were less than 50% utilized
- Inconsistent scheduling practices led to exaggerated appointment wait times, adversely impacting patient access
- Planned and actual procedure times were misaligned
- Scheduling and care delivery were siloed, leading to significant rework
A program was designed to improve visibility to key drivers of capacity and utilization, while increasing access for patients.
Key changes included:
- Improved planning, scheduling, and real-time reporting tools
- Level-loaded appointments across outpatient locations
- Aligned communication and cadence for improved clarity and variance resolution
- Optimized schedule slots and appointment mix based on demand
- Organized key stakeholder performance meetings to facilitate communication and cross-functional collaboration
- Eliminated unnecessary schedule blocks to free up additional capacity
- Aligned daily front-line work with organizational values, improving staff engagement
- Improved management communication and problem solving through Carpedia College and on-the-job coaching
The Results
The engagement’s 3:1 ROI exceeded original estimates. Alignment in planning, measurement, and communication provided a critical basis for a sustainable performance management system.
Specific results include:
- 10% Improvement in average capacity
- 18% Improvement in average utilization
- 27% Improvement in productivity (per labor hour)
- 8% Increase in volume
- 24% Reduction in average appointment lead days
