Miami Children’s Hospital (MCH), a top pediatric facility with over 600 attending physicians,
was experiencing low patient satisfaction due to long wait times and a lengthy discharge process.
Genpact applied the Lean, Six Sigma and SEPSM methodologies typically reserved for business processes
to three of the hospital’s workflows – patient flow, cash flow and supplies flow. By using an end-to-end
process approach, MCH was able to improve efficiency and enhance the patient experience and care
levels. The result: happier patients and a more intelligent enterprise.
Genpact’s solution enabled a 4X return on investment for the hospital through:
- An 18% decrease in patient wait times
- Increased utilization of equipment and infrastructure, generating additional capacity
- A 3% increase in customer satisfaction
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