Performance Improvement of a Tertiary Care Hospital

TAS
Prathyusha Peguda
Arete Advisors

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TAS Finals 2020
Scheme of the presentation

Project Details & Key

Deliverables Business focus:
Methodology & Approach
adopted Project Objective:
Challenges & Mitigation • To improve hospital’s performance across key
Measures undertaken
consumer facing/ care processes
Key Recommendations to
the Organization & Final • To optimize internal processes
Outcome
Primary Leanings and Key Deliverables:
Insights gained
• Generate insights on customer behavior/journey
inside the hospital
• Reduce patient waiting TAT for consultation
• Reduce patient discharge TAT
• Improve OT Utilization

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TAS Finals 2020
Scheme of the presentation

Project Details & Key 1. Understand the Patient Journey

Deliverables
1. Understand the activities performed by
Methodology & Approach
adopted patients, their pain points and expectations by
Challenges & Mitigation observing and interacting with patients and
Measures undertaken discussion with hospital staff
Key Recommendations to 2. Detailed Process Analysis
the Organization & Final
Outcome 1. Make detailed process flow map and perform
Primary Leanings and time-study to identify the bottlenecks and their
Insights gained
sources and impact
3. Propose Solutions
1. Devise solutions to decrease patient waiting
and discharge TAT and select the best
solution using cost benefit analysis and ease
of implementation
4. Perform Pilot
1. Implement solution in one section to check
the solution effectiveness and fine tune the
solution
5. Implement solutions on larger scale
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TAS Finals 2020
1. Implement the solution throughout the
Scheme of the presentation Challenges Measures

Project Details & Key High variability in share of Make future appointment right after
appointment and walk-in patients consultation
Deliverables
Methodology & Approach No extra space for new nurse Partitioned larger rooms into
adopted assessment room smaller spaces
Challenges & Mitigation
Measures undertaken Procrastination of discharge Strict warnings to nurses and
updation by nurses assign responsibility to TL
Key Recommendations to
the Organization & Final
Outcome
Inflexible IT system to customise Contacted existing vendor for new
Primary Leanings and
doctor slots IT interventions

Insights gained
Inertia in management against long
Designed for proof of concept
standing processes

Issue in recording timing of different Digital forms – to record

procedures in OT timestamps at every point

Errors in recording the services Cross check and close the EMR on
availed by IP patients a daily/shift basis

Confusion and delay in final bill Acknowledging the patient with

settlement amount interim bills

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TAS Finals 2020
Scheme of the presentation

Project Details & Key Recommendation 1:

Deliverables
Increase Nurse Assessment Centers from 3 to 5 in
Methodology & Approach
adopted
General OPD
Challenges & Mitigation
Impact: Decrease in Nurse Assessment time from 32
Measures undertaken mins to 11 mins
Key Recommendations to Recommendation 2:
the Organization & Final Customize Doctor Slots times as per actual service time,
Outcome
Primary Leanings and OPD hours and volume of patients instead of uniform
Insights gained time for all doctors
Impact: Reduction in consultation wait time from 52 mins
to 33 mins
Recommendation 3:
Remap Specialties with OTs, Segregate elective and
emergency patient admission section and timings
Impact: Average Patient Discharge TAT reduced from 4.8
hrs to 2.5 hrs

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TAS Finals 2020
Scheme of the presentation
Learnings from business perspective:
Project Details & Key • Build trust with all stakeholders
Deliverables
• Not always the best solution sells, but a better implementable
Methodology & Approach solution has greater effect
adopted • Respect different perspectives to refine the idea and
Challenges & Mitigation implantable
Measures undertaken • Balance of time between ideating and piloting
Key Recommendations to • Make regular follow ups on tasks and queries
the Organization & Final • IT and tech are not a solution for everything
Outcome • Stakeholder interaction generates exceptional insights
Primary Learnings and
Insights gained Function specific learning:
• Data and analytics based decision making
• People and process heavy – word of mouth and doctors are key
drivers for patient inflow
• Importance of maintaining good relations with all stakeholders
• Hospitals charge for additional services to offset the impact of
high regulatory compliance cost

Business values learning:

• The benefits of honesty and transparency
• Evaluate every decision on ethical grounds as well
• Listen to all the stakeholders irrespective of their hierarchical
position
• Treat others the way you want to be treated
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TAS Finals 2020
 Thank
Thankyou
you

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TAS Finals 2020