CASE STUDIES - HEALTHCARE

Click on the name of the case study to open a .pdf with more details on the project. More studies are available on the General Case Studies page.

Labor/Management Collaboration and Teambuilding
Team Building, Labor/Management Collaboration, Physicians and Nursing Staff, Enhanced Customer Service

Objective: To help healthcare leaders and their professional organizations at several major New York City hospital and acute care facilities develop patient-centric organizations with strong teams that work as a unified force to deliver quality patient outcomes and increased patient satisfaction.

Strategic Planning in Healthcare
Strategic Business Planning and Implementation/Organizational Effectiveness/Medical Leadership Development/Improved Financial Performance

Objective: To create a new Strategic Vision and Strategic Plan that would enable the institution to be able to position themselves to respond to the future environment of healthcare industry challenges

Process Improvement
Improved centralized processes to create financial savings and superior customer service

Objective: To document, standardize and streamline the scheduling and registration process for the following departments:  Emergency Department, physical therapy, outpatient psychiatry, bed board registration, radiology, orthopedic, cardiology, fetal assessment, pulmonary, emergency management plan and downtime registration.     

Process Improvement
Improved processes in radiology unit to create financial savings and superior customer service

Objective: To improve Central Scheduling process for radiology appointments and reduce abandonment rate.

The Six Fundamentals of Success in Customer Service
Customer Service Training, Improved Culture, Teamwork and Patient Quality Outcomes

Objective: To strengthen customer service in healthcare facilities through alignment, accountability, teamwork and communication.

White Board Projects
Team Building, Customer Service Training, Building a Culture of Respect, Promotion of Effective Communication between Patients, Staff and Management

Objective: To help a major New York City hospital and acute care facility  (ARE THEY BOTH) to successfully roll out a project to improve patient satisfaction with the healthcare received.

Customer Service Sustainability Technology Dashboard System
Sustainability tool, 24/7 Metrics Measurement, Accountability and Alignment

Objective: To help organizations measure, manage and communicate faster and better. Companies have saved millions of dollars, better aligned their resources and vastly improved customer service by using these methodologies and software to determine and manage the important measures of success for their organization. Once these measures of success (metrics) are determined, they are entered into our dashboard and scorecard software so that all levels of the organization are aligned to measure, manage and communicate better and faster.

There is no better tool than scorecard / dashboard software to focus an organization on the important strategic goals and related measures of success that management has set forth.

B.E.S.T.™ (Building Exceptional Service & Teamwork) Process
Team Building, Alignment and Communication between Management, Labor, Physicians and Nursing Staff, Enhanced Customer Service

Objective: We help healthcare clients develop processes to create patient-centric organizations with strong teams that work together as a productive, unified force to deliver quality patient outcomes and satisfaction, patient friendly services, improved inter-departmental communications, safety and risk reduction, and better financial results. We use six fundamentals of success as a foundation of our process to enable nursing and non-nursing departments to improve teamwork and enhance customer service which results in higher ratings of patient satisfaction.