Hospital Support Services Process Improvement

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Business Case

Support services teams were struggling to meet the contractual performance measures in a newly built and the largest hospital in the State. As a containment, large number of extra resources were employed which added further losses to the already stressed financial situation. Due to the scale and the newness of operations, Leadership team needed expert support to quickly establish process inefficiencies and improve processes, performance visibility and accountability.



22.4% reduction achieved in customer complaints

$2.5M savings achieved through process improvements

$500K in identified opportunities initiated and handed over

Developed team capability in Lean methodologies & Problem Solving

Improved communication, cohesive teams and clarity in roles and responsibilities

Key metrics for all levels in place, with clear reporting expectations

Hospital Support Services Process Improvement