Background

Ballarat District Nursing & Healthcare provide a range of nursing services, to support independence and wellbeing for patients.

Our key objectives were to:

1. Measure and eliminate the noise from the Customer Care Service Delivery Process
2. Create capacity to focus on increased customer service care and increase the visits undertaken
3. Build internal capability

Significant capacity could be reached by addressing noise, such as nursing information, access to transport, paper copies and faxing and unnecessary administration activity.

XeP3 insights

• Identified 33.58% noise

Outcomes

• $66K reduction in salary costs
• Increased nursing referrals
• Performance against home and community care targets were now within tolerence due to increase outputs. This is worth more than $500,000.