Team Excellence – Live Case Studies

Max Super Speciality Hospital, Saket
Project AGILE - Reducing Patient Discharge Turnaround Time
India

Live Case Study Presenter(s)

• MH

  Max Super Speciality Hospital, Saket

This project originated when concerns were raised in board meetings regarding discharge performance negatively impacting both patient satisfaction scores and organization brand value. Project Agile focused on reducing the patient discharge turnaround time. The project is a perfect example of teamwork, wherein representatives from different functions came together to address a unit problem. The project impacted each and every stakeholder of Max Healthcare. Through the application of Lean Six Sigma methodology, the team increased the discharge before 2:00 p.m. from 17 to 64 percent, increased patient experience scores from 24 to 74 percent, and reduced the attrition rate from 43 to 22 percent. Generating a revenue of US$30 million, reducing wastage through this project resulted in a cost savings of US$1.01 million. This is a fascinating story of combining a systematic data-based understanding of the patient’s world and translating that into business benefits.