Business problem:
- Discharge process was getting delayed by an average of 2 hours resulting in loss of revenues and lower capacity.
- Bed management and registration process delays due to discharge process delays affecting patient experience
- Multiple non value adding process steps in discharge summary preparation, Housekeeping, billing process and pharmacy process.
Solution Approach:
- A cross functional team was facilitated by a master black belt lead to perform value stream analysis for discharge summary, pharmacy returns, billing process.
- A future state process was designed with global benchmarks and technology-based automation.
- Major process reengineering for housekeeping process for better information sharing and quicker turnaround times.
- Discharge summary process digitized and voice recognition technology implemented to reduce the discharge process turnaround time (TAT).
Key Outcome and benefits:
- Better Bed management resulting in 8% increase in revenues.
- Discharge process delays reduced by 96%
- In patient complaints on discharge process reduced by 85% and feedback score increased by 23%
