Isala administrators set ambitious goals
Isala, a large clinical hospital in the Netherlands, wanted to significantly and structurally improve their support services. “If you want to be the best hospital, you need to have the best administrative staff.” That was the aim of the commissioning organization.
Their goal was ambitious: they wanted to improve costs by about 20 to 30%. However, we proposed that besides reducing costs, they should also focus on boosting quality. So we set the bar even higher: 20-30% lower costs, plus 20-30% quality improvement.
Team in the lead
What made this project unique was the way we involved hospital employees in the improvements. During a role-playing workshop, the administrative management identified and experienced the need for improvement themselves – an essential motivator and starting point for change. The team also took the lead in writing the improvement and business plans. We supported their efforts with insights and templates. We also made benchmarks for the costs (what’s the potential?) and quality (how do the most important customers rate their services?) and described the key global trends related to their services. After that, we aligned the plan with the potential and ambitions, and make a concrete interpretation to put it into practice.
Proud of their own organization
Gupta’s job was to continuously challenge and inspire the management team. It’s important, because support services play an essential role in the healthcare process – they form the invisible ‘backbone’ of the hospital. Using our critical yet inspiring perspective, we coached the management team on how to become the best possible administrators. And with their pride and expanded expertise, it was not only possible to achieve significant cost savings, but also major quality improvements.