THE CHALLENGE

A large hospital system was recording a lower number of outpatient admissions and procedures than estimated. This was attributed to patients getting care outside of the hospital system. This 'leakage' of patients was resulting in a loss of revenue running into millions of dollars every year. The objective of the project was to study the patient's journey when getting care and identifying key moments where the hospital system can intervene to ensure the patient remains within the hospital system for the entirety of their care journey, thereby increasing revenue.

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THE SOLUTION
Through the application of various human-centered and contextual research methods, the team proposed a new Patient Appointment Scheduling Service to capture patients at the 'Point of Care'.

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