Client Stories

Process improvement and culture change achieved in a non-acute clinic setting

HPP has partnered with the largest privately owned multi-specialty physician clinic in Georgia to facilitate process improvement activities and training for this group of 140 providers representing 30 different specialties. With a service area population of over 600,000 and 20 offices spread over 11 counties, HPP has worked with leadership to standardize operational practices as the clinics work independently without system wide strategies.

HPP trained 75 members of the management team in problem solving techniques to apply to daily work. In addition HPP worked with clinic leadership to implement a Lean Management System across specific model areas of the clinics in order to spread the learning across the group. In order to facilitate the spread of standard work HPP trained and coached the internal staff capacity to continue the implementation across the clinics. 

As a result of this work, sample results have been tracked to show:

  • Reduction in cancellations at the Pain Clinic which has resulted in more than $500,000 in increased revenue. 
  • Reduction in held charges in the Oncology Clinic from 2.34 days to .36 days.
  • Reduced the overdue IT work orders from >10 per day to an average of 1 per day.
  • Improved the process and tracking of refills of Coumadin which directly impacts patient safety.