While earlier efforts to reduce cost through improved care coordination had fallen short, streamlined care management remained a strategic priority. Previously, the client had lacked the right mix of resources to work through an objective redesign across hospitals, clinics and departments. In 2016, the client wanted to implement a superior operating model before opening a new facility. Having helped the client with prior strategic, operational and financial improvement initiatives, Accenture agreed to assist in designing, and beginning to implement, a strategic model for care management.
The project team focused on ways to improve outcomes in five areas:
- Emergency services
- Trauma care
- Unit huddles (i.e., daily collaboration among providers on patient-care floors)
- Outliers (i.e., management of people with clinical complications and longer stays)
- Denials of coverage for treatment by insurance companies
Along with the design of an overarching model for care management, Accenture organized quick wins for each area. Additional benefits included: