Healthcare
A hospital that built its own process team
A 15-month programme left the hospital with 12 internal process leads.
In numbers
12internal process leads
13customer-focused teams
₹3.64 CrEBITDA recovered
+24patient NPS at close, from negative
The situation
A leading hospital needed to cut cost, make room for growth and improve patient satisfaction. It wanted its own operational excellence team, so it would depend less on outside consultants. The diagnostic found fragmented processes, waste and no clear ownership.
What we did
- Ran a 15-month operational excellence programme in six phases.
- Redesigned processes through workshops, and formed 13 customer-focused teams.
- Embedded quality through standard operating procedures, performance hubs and team huddles.
- Improved invoicing, and trained staff in problem solving.
The result
- ₹3.64 crore of EBITDA recovered, plus significant capacity.
- Patient NPS moved from negative to +24 by close.
- A team of 12 internal process leads and operational experts now continues the work.
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