Background

Situation

CPH Private Hospital has grown significantly in recent years. As the company has continued to grow, the management has faced greater capacity and resource pressure as the volume of tasks has increased.

Challenge

As CPH Privathospital grew, the company experienced a firefighting culture, deploying resources where they were most behind and neglecting other tasks. The secretariat experienced an ever-increasing backlog of issues across the hospital in the form of increasing numbers of dissatisfied patients, increasing numbers of calls and delayed billing.

Purpose

The purpose of the project was to get unwritten notes under control without compromising other value-adding activities. In addition, CPH Privathospital wanted to implement a data-based management solution tool.

Approach & Results

Initially, A-2 assisted CPH Privathospital in the implementation of data collection processes in the company's medical record system and transcription system. A-2 established a planning tool for the company's data and capacity, an automated forecasting tool and a target management tool. A-2 supported the business in introducing planning board meetings and goal management meetings, as well as coaching the business in data-driven planning. In relation to this, A-2 established training through the process to ensure retention of initiatives.

Furthermore, A-2 prepared a mapping of the secretariat's competencies to ensure the best possible utilization of resources. Throughout the project, A-2 involved the company's employees to ensure motivation and support.

Optimization of the secretariat

With support from A-2, the secretariat doubled their output of notes and reduced the backlog in half in a timeframe of 4 months.