Revitalizing Pharmacy Operations
A leading healthcare provider was experiencing a decline in pharmacy operations, with both new client volume and total order volume trending down. To reverse this trajectory, they engaged our team to provide program management for a series of process improvement initiatives. Over the course of 10 months, our structured approach and execution expertise helped drive a 38% increase in both key metrics, stabilizing and strengthening their operations.
THE SOLUTION
After assuming program management responsibilities, our team implemented targeted process improvements, optimized workflows, and introduced performance tracking. These changes enhanced efficiency, stabilized operations, and drove sustainable growth.
Benefits
- KPI Development
We established and refined relevant benchmarks to accurately assess business process performance and drive meaningful improvement. - Root Cause Analysis
Our approach uncovered core issues that identified key areas for targeted process improvement. - Future-Proofed
We established a PMO framework to enable sustained operational improvements, ensuring continued growth and adaptability while equipping leadership with the structure to drive ongoing success.
APPROACH
Operations Consulting
Our team conducted a comprehensive root-cause analysis to identify key issues affecting pharmacy performance. We then built a set of tailored KPIs to serve as actionable drivers for process improvement. These KPIs enabled the team to track progress in real-time, ensuring that the right changes were made.
Value Beyond the SOW
Between a critical resource leaving the project team and leadership changeovers, our consultant seamlessly stepped into the role of general manager for the remainder of the engagement. By taking on this additional responsibility, we ensured uninterrupted leadership and support, allowing the project to maintain its momentum and successfully meet its objectives without disruption. This flexibility and commitment provided exceptional value beyond the initial scope of work.
Governance Structures
To ensure long-term success, we implemented a robust PMO framework that established clear governance structures and processes. This new structure provided leadership with the tools to manage projects efficiently, make informed decisions, and monitor performance against key metrics. The PMO will continue to guide the organization, ensuring sustained improvements and the ability to scale operations as needed in the future.
CONCLUSION
Our team’s efforts led to a 38% increase in prescriptions filled and 141% increase in monthly new patient orders, reversing the downward trend and stabilizing operations. We established a structured PMO framework, enabling sustained process improvements and long-term growth. By optimizing workflows, enhancing performance tracking, and aligning teams around data-driven decision-making, we ensured continued efficiency gains. Beyond immediate results, our work positioned the organization for ongoing success by embedding a culture of continuous improvement and operational discipline.
