Case Study:

Enhancing IT Efficiency in Healthcare: A Strategic Transformation

YOU ARE WHERE YOU ARE: A healthcare organization specializing in automated health surveys to assist hospital systems nationwide faced a significant challenge within its Information Technology (IT) department. The platform, crucial for delivering these services, was unstable, insecure, unreliable, and not scalable, necessitating urgent attention and strategic intervention.

IconWE MEET YOU WHERE YOU ARE AT: As the new leader took over the IT team, the immediate task was to address the platform’s multitude of issues. The organization aimed to enhance customer experience, reduce costs, minimize defects, and improve compliance, all while developing leadership and refining information management systems in client delivery.

IconPICK A STARTING POINT: To kickstart the transformation, the organization invested in comprehensive training for its leaders. Ten Level 1 leaders and thirty Level 2 leaders were trained, focusing on creating a robust foundation for change. They developed a Level 0 page set and twenty page sets to run client delivery efficiently.

IconCONDUCT A WORKSHOP: Building and Integrating Pages: The leaders were coached through building pages, integrating them into their workflows, and sustaining work routines. Establishing Work Routines: A routine called “Walk the Walk” was established, with quarterly coaching sessions conducted both on-site and off-site to ensure consistency and accountability.

Enhancing IT Efficiency in Healthcare: A Strategic Transformation


The organization met its initial targets for improving stability, security, scalability, and reliability, which in turn made other
issues more visible for continued growth. New targets were set for the next rounds of improvement, focusing on reducing 
compliance-related issues and developing best practices and standard work, including creating a Book of Knowledge.

    Expand And ScaleExpand And Scale

    The strategic approach to rectifying the IT issues yielded significant results:

    • Stability, security, scalability, and reliability of the platform were substantially  improved.
    • Compliance-related issues were reduced, and a Book of Knowledge was developed for best practices and standard work.
    • The method led to a strong leadership team with new leaders onboarded and existing staff roles optimized.
    • Operational issues dramatically decreased from 135 over 6-7 months to several months with zero new issues.
    • Platform reliability increased, achieving the desired SSR score.
    • Discussions began on applying the method to other departments within the company, indicating a potential organization-wide transformation.

    The organization’s IT transformation highlights the impact of strategic training and process improvement in healthcare. By addressing critical technological challenges and fostering innovation, it achieved significant operational enhancements, setting a standard for sustainable growth and excellence.

    Enhancing IT Efficiency in Healthcare: A Strategic Transformation
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