Increasing nursing and well-being care
Raising lending process profitability and addressing utilisation
Background
Grampians Health (then Ballarat District Nursing & Healthcare) provide a range of nursing services, to support independence and wellbeing for patients in Victoria, Australia.
Their key objectives were to:
Measure and eliminate the noise from the Customer Care Service Delivery Process
Create capacity to focus on increased customer service care and increase the visits undertaken
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.
Customer Care Service Delivery process Noise level was 33.58%
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.
