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  • Healthy outcomes in domiciliary care.

Client Stories

Healthy outcomes in domiciliary care.

Work redesign to deliver business, employee, and customer benefits.

Pressure on margins

A major UK home healthcare business needed to respond to pressure on profit margin.

The challenge was caused by reduced competitor pricing and a rise in standards demanded by the Care Quality Commission.

Senior management was planning a major new systems implementation, but were keen not to ‘systemise’ existing process errors.

Gobeyond Partners was set the challenge to rapidly identify and re-engineer key processes. Through maximising service effectiveness and process efficiency, we could ensure the new system helped to solve business challenges, rather than compounding them.


Maximising the opportunity

A two-stage diagnostic and design approach was adopted to target work in the most significant areas.

Stage 1 was a 5-week business process review of all service delivery operations from customer demand to invoice payment.

Stage 2 moved to a more in-depth diagnostic. We identified numerous issues which were amplifying one another – affecting customers, nurses, and the bottom line.

Nurse visits were not being scheduled properly. Poor planning meant gaps in their schedules, low utilisation and the use of expensive agency staff. Due to structural and communication issues, this wasn’t visible to senior management.

Massive inconsistencies in the submission of timesheets and expenses meant huge volumes of re-work and already unhappy nurses were being paid late.

This was creating a division between central functions and the front line teams – all of which was leading to high nurse attrition, and a negative customer experience with inconsistent appointment timings and multiple points of contact.


Results through collaboration

Once these issues had been identified, we involved the front line teams in redesigning more effective, patient centred care services, seeing immediate results:

Cast Study_Healthy outcomes in domiciliary care.

Our Thinking

News
Gobeyond Partners Signals Ambitious Growth Plans With The Appointment of Raphael Hegeler

The appointment of Raphael supports Gobeyond’s growth strategy, which will focus on strengthening its CX and customer journey consulting capabilities in existing and new geographies.

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News
Gobeyond Partners Shortlisted for Prestigious MCA Awards with First Bus

Gobeyond, a leading CX consulting firm, is delighted to announce their selection as a finalist in this year's Management Consultancies Association (MCA) awards.

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Insight
Fraud in the NHS – The hidden risks to your organisation

Pressures on clinical teams across the NHS have never been higher, but it’s not just the pandemic that is to blame.

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44 Great Marlborough St, Carnaby
London
W1F 7JL

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