OutpaOent OpOmisaOon Our approach: Our Successes Using a combinaOon of business analysis tools from interviews, process mapping, data analysis and stakeholder engagement the project team will collect as much informaOon as possible to accurately draw the current state, these are presented to the client graphically and numerically before proceeding to the next stage. Against all idenOﬁed tasks carried costs and volumes are assigned assigned, owner and categorised into: • Value Add – Adds value to paOent pathway • Non Value Add (1) – Does not add value to paOent pathway but essenOal to process (i.e. it must happen) • Non Value Add (2) – Does not add any value and can be removed without compromising the service A change project plan is created to eliminate excessive costs and waste, improving both eﬃciency and quality of paOent experience. We can either hand this over to the Trust to implement or work with the client on a full change management project cycle delivering sustainable results driven change. PaOent contact Ome (admin) reduced by 70% Savings of £750k from reduced short noOce WLI Simpliﬁed outpaOent booking rules to allow real Ome decision making Increased call answering speed by 65% Streamlined triage process to avoid duplicaOon and wasted acOviOes Avoiding confusion Reducing paOent contact points (leQers etc) OpOmising customer service PaOent Flow Key Contact Clinical Performance Booking OutpaOents Improving producOvity Steve Gasking Managing Director T: +44 (0)1235 506012 M: +44 (0)7800 877581 E: [email protected] “you have opened our eyes and shown us a new perspec1ve on customer service, showing that be8er quality of service need not cost more money” Mary Joseet – Director Acute Trust Revenue Capture Capacity Alignment www.thirstymind.co.uk © Thirsty Mind Ltd 2013 “You provided us with some extremely useful guidance, that rolled oﬀ your tongue eﬀortlessly, but has helped keep us on track and side-‐ step a few problems, for which we are all grateful.” Dr Richard Williams -‐ Consultant Physiologist (cardiology)