Problem
- Patients waiting 48 hours for a response
- 15% error rate in appointment scheduling
- Nurses spending 3 hours a day on administration
- A frustrated team: “We have no time for patients”
Intervention
We mapped the processes, designed automation (online booking, automated reminders, digital communication) and ran a pilot on one department before rolling out.
What remained
The new processes run without us. The team has time for patients.
Key challenge
The hardest part was earning the team’s trust that digitalisation would make their work simpler – not add to it.
Results
- -40% time spent on administration by nursing staff
- -80% scheduling errors
- Patient responses within 12 hours
- NPS from 35 to 58 (+65%)
Process change requires a pilot. Especially when patients are involved.
