Case Study on Enhancing Patient Engagement | Medium Consulting
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Aligning Management Objectives and Implementing Patient Experience Initiatives to improve efficiencies


In view of the competitive landscape getting increasingly intense, Kamineni Hospitals engaged us to help them reorganize operations for one of their hospitals: both with a view to improve productivity and enhance patient experience.


We devised a strategy to enhance engagement at employee level, which involved multiple interactions with functional heads and their teams. To achieve significant improvement in nursing quality, we focused on training: quality of content, maximized participation and overall logistics. Through observation studies and patient interviews, we identified bottlenecks in workflow at various levels and implemented initiatives to enhance productivity and overall experience.

We also worked with the teams in various support services, including the ones outsourced, to ensure seamless integration and improve response times. Besides, we worked with the senior physicians’ team in select departments to improve productivity, minimize delays and involve them in marketing.


In a short time span, initial results have been extremely encouraging both in terms of employee engagement and patient experience.