We undertook a 3-step process that began with a rapid review of the current ways of working to identify a best practice target operating model (TOM) covering people, process and technology across the clinical services.
This included workplace shadowing of planners and schedulers, field visits with clinicians nationally with over 100 clinician interviews. A large-scale time card study and process mapping informed the diagnostic which was co-produced with client SMEs. We also compared HAH processes with analogous industries and best practice standards to support the client to set meaningful targets and inform next step recommendations.
Step 2 brought together our recommendation and TOM into a real-world prototype where working with over 156 clinicians across 4 regional teams we tested and evaluated new ways of working over 12 weeks changing operational process and embedding the use of data. Individuals suggested improvements in real time that were immediately trialled and evaluated by the front line. At the end of the phase we had a refined TOM and detailed, costed and resourced implementation/roll out plans, complete with milestones, metrics and returns.
Step 3 focussed on deploying the TOM at pace and scale increasing the efficiency of the clinical workforce, in turn driving through bottom line business benefits.
Together we defined, developed and delivered six aligned enabling work streams focussed on operational efficiency and culture change, embedding data driven operational grip, enabled by new technology. To support front line managers, we delivered an 18-week Clinician Development Programme: including a 10-week training programme, 1:1 coaching, and continuous improvement projects supported by peer action learning sets.
The programme addressed capacity and capability development, data readiness, and team performance management. It has delivered the required step change with a 20% increase in productivity benefits with a further 20% forecast for the end of 2016, and created a sustainable legacy of operational grip.
The project was also shortlisted in the 2017 MCA Awards in the Performance Improvement in the Private Sector category.