The Problem:
An organization was facing persistent operational issues affecting various aspects of its functioning, including patient admissions, call management, consultation processes, hospital administration, medical data collection, and support services. The aim was to address these recurring problems comprehensively to improve efficiency, optimize processes, and enhance overall performance.
The Solution:
Project CASTOR (Comprendre Agir Sereinement Toujours Optimiser Rassembler – Understand, Act, Serenely, Continuously, Optimize, Bring Together) was initiated to tackle these challenges. Over five months, working groups focused on seven interconnected axes to ensure holistic improvements. Key activities included:
- Reception: Reducing lost external calls from 21% to less than 2% by implementing a new on-hold message system.
- Daily Hospital Admissions: Analyzing admissions activity to free up secretarial time, reducing administrative correction time by 30%.
- Consultation: Implementing a pre-admission system post-consultation to manage admission peaks.
- Hospital Administration and Data Entries: Testing a dedicated team for external communication, resulting in a 49% reduction in processing time.
- Medical Information Collection and Coding: Enhancing collaboration between field teams and PMSI, securing information transmission, performing systematic checks, and increasing revenues.
- Support Services: Introducing a management tool for resource optimization, particularly in bio cleaning, and renegotiating major contracts.
- Operating Rooms: Optimizing processes to increase the average number of patients treated by 11%, potentially generating an additional €350,000 annually. Reducing OSNA process times by around 10 minutes.
The Result:
The project achieved significant improvements, including:
- Enhanced Call Management: Drastically reduced lost external calls, improving initial contact experiences.
- Streamlined Admissions: Freed up secretarial time and reduced administrative correction time, enhancing patient admission efficiency.
- Optimized Consultations: Pre-admission system implementation to better manage admission peaks.
- Efficient Hospital Administration: 49% reduction in communication processing time, extended across all consultations.
- Improved Medical Data Management: Better collaboration and systematic checks ensured complete and accurate information, boosting revenue.
- Resource Optimization: Significant efficiency gains in bio cleaning and cost savings from renegotiated contracts.
- Increased OR Efficiency: 11% increase in patient treatment in ORs, reducing procedure times, and increasing annual revenue potential by €350,000.
Overall, Project CASTOR brought about comprehensive organizational improvements, leveraging the commitment and motivation of all teams involved. The success of these initiatives underscores the importance of continuous optimization and collective effort.
