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Optimising a public health provider’s patient pathway

Case Study

Written by Norrie Fitzgerald
Jun 24, 2019
The Client

One of the largest Acute Hospitals in the UK & Ireland

The Solution

An array of legacy systems and processes, which resulted in over 20% of missed referral appointments

The Outcome

Morgan McKinley Health re-engineered the Patient Pathway across people, process and technology.

What was the impact?
  • Morgan McKinley saved the Health Provider over €500,000 in lost appointments and also enabled the client to treat an additional 3,000 patients a year.

In order to achieve this the Morgan McKinley Health team designed and delivered the systems, processes and people in order to treat significantly more patients within the financial constraints that Public-Sector Health continually faces.

THE CLIENT

  • One of the largest Acute Hospitals in the country, serving a community of over 1.6 million people and treating over 400,000 patients on an annual basis.

  • Operating within a Regulated environment and held to rigorous and challenging performance standards, they strive to deliver services to the community that are safe, reliable and repeatable plus deliver great patient outcomes that represent value for money to the Public Purse.

THE CHALLENGE

The Client was operating an array of legacy systems and processes, which resulted in over 20% of missed referral appointments where the patient ‘did not attend’. Each missed appointment meant not only a financial inefficiency – each appointment has a monetary value of €120 – but also impacted on waiting lists, patient care and the ability of the Health Provider to deliver health services to the community.

THE SOLUTION

Morgan McKinley Health was engaged to address this challenge and to re-engineer the Patient Pathway across people, process and technology. This represented a significant cultural change for the Hospital, and a huge task for us to transform the service.

In the Initiation and Definition stage we reviewed over 100,000 patient records, validated data, captured and cleansed patient records while designing a safe and streamlined process that significantly reduced inefficiencies.

THE OUTCOME

In transforming the service, Morgan McKinley saved the Health Provider over €500,000 in lost appointments; this was achieved through reducing ‘Did Not Attends’ by over 50% within 12 months of inception of the Project. And we are proud to say that the service is consistently rated best in class by the Health and Standards authority that audit hospitals nationwide.

Perhaps most significantly, by our combined efforts, we enabled the Client to treat an additional 3,000 patients a year making a considerable contribution to the quality of life of the patients and to the services that the Client delivers to the community.

I have worked with the Morgan McKinley Health team in both public and private settings over the last eight years. They understand the challenges of a healthcare environment and the importance of working in partnership to deliver a safe and quality service to our patients.

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Case Study
Impact
Morgan McKinley saved the Health Provider over €500,000 in lost appointments and also enabled the client to treat an additional 3,000 patients a year.
Leading Text
The goal for Morgan McKinley Health was to transform a Public Health Provider’s ‘Patient Pathway’ (for outpatients who are referred on to the Hospital for specialist consultations by their General Practitioner), create a best-in-class service to better serve the community and therefore deliver significantly better outcomes for patients.
The Client
One of the largest Acute Hospitals in the UK & Ireland
The Outcome
Morgan McKinley Health re-engineered the Patient Pathway across people, process and technology.
The Solution
An array of legacy systems and processes, which resulted in over 20% of missed referral appointments
Change Frequency
always
Priority
0.7
Country
Default Index
Index this Article entity in variant Default (default)

The goal for Morgan McKinley Health was to transform a Public Health Provider’s ‘Patient Pathway’ (for outpatients who are referred on to the Hospital for specialist consultations by their General Practitioner), create a best-in-class service to better serve the community and therefore deliver significantly better outcomes for patients.

In order to achieve this the Morgan McKinley Health team designed and delivered the systems, processes and people in order to treat significantly more patients within the financial constraints that Public-Sector Health continually faces.

THE CLIENT

  • One of the largest Acute Hospitals in the country, serving a community of over 1.6 million people and treating over 400,000 patients on an annual basis.

  • Operating within a Regulated environment and held to rigorous and challenging performance standards, they strive to deliver services to the community that are safe, reliable and repeatable plus deliver great patient outcomes that represent value for money to the Public Purse.

THE CHALLENGE

The Client was operating an array of legacy systems and processes, which resulted in over 20% of missed referral appointments where the patient ‘did not attend’. Each missed appointment meant not only a financial inefficiency – each appointment has a monetary value of €120 – but also impacted on waiting lists, patient care and the ability of the Health Provider to deliver health services to the community.

THE SOLUTION

Morgan McKinley Health was engaged to address this challenge and to re-engineer the Patient Pathway across people, process and technology. This represented a significant cultural change for the Hospital, and a huge task for us to transform the service.

In the Initiation and Definition stage we reviewed over 100,000 patient records, validated data, captured and cleansed patient records while designing a safe and streamlined process that significantly reduced inefficiencies.

THE OUTCOME

In transforming the service, Morgan McKinley saved the Health Provider over €500,000 in lost appointments; this was achieved through reducing ‘Did Not Attends’ by over 50% within 12 months of inception of the Project. And we are proud to say that the service is consistently rated best in class by the Health and Standards authority that audit hospitals nationwide.

Perhaps most significantly, by our combined efforts, we enabled the Client to treat an additional 3,000 patients a year making a considerable contribution to the quality of life of the patients and to the services that the Client delivers to the community.

I have worked with the Morgan McKinley Health team in both public and private settings over the last eight years. They understand the challenges of a healthcare environment and the importance of working in partnership to deliver a safe and quality service to our patients.

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The Client

One of the largest Acute Hospitals in the UK & Ireland

The Solution

An array of legacy systems and processes, which resulted in over 20% of missed referral appointments

The Outcome

Morgan McKinley Health re-engineered the Patient Pathway across people, process and technology.

What was the impact?
  • Morgan McKinley saved the Health Provider over €500,000 in lost appointments and also enabled the client to treat an additional 3,000 patients a year.
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