Problem
A large regional nonprofit hospital system enjoyed significant success in six independently operated hospitals across two states. Market projections for medical services indicated future growth in ambulatory services, as consumer expectations for rapid, convenient, lower cost medical services increased. The CEO wanted a clear strategy for leveraging the organization’s system-wide assets to provide new alternatives in care to its patients.

Approach
In partnership with a health care consulting firm, our team analyzed the strategic opportunity associated with expanding ambulatory services. CCG consultants structured anthropological research to understand the patient’s current experience with the organization’s existing ambulatory facilities and defined an ideal target experience. In a series of six workshops, consultants from CCG aligned the Leadership Team and Board of Directors around an aggressive future direction including a vision, a differentiated customer experience, a new operating model with a shared service infrastructure, revised employee and physician behaviors, and a more customer focused agile culture.

Results
The hospital system designed and constructed a new state of the art ambulatory center that incorporated new operating processes, employee protocols, and technological solutions to deliver on a Customer Promise to provide superior service and world class “hospitality” to its patients. The CEO created a new ambulatory line of business to ensure coordination and shared learning across all of the ambulatory facilities throughout the system.

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