Enhancing care delivery and operations through program management

A new view

Our team began by supporting the phased rollout of the NCDM, which was designed to be a patient-centric model that enhanced inter-departmental collaboration. We monitored the implementation as it was piloted across the organization’s hospital inpatient units, utilizing advanced project management tools and techniques to train staff, improve communications, and collect best practices. Post-implementation, Eagle Hill and the PI team collected feedback from physician and nurse leaders and used data analytics tools to refine both the training materials and our approach to rolling out the NCDM to the remaining units.

Next, a “Train the Trainer” approach was used to prepare unit leaders for broad NCDM rollout. We measured success through participant evaluation scores, adjusting our approach based on real-time feedback.

Switching our focus to the periop supply chain transformation, we leveraged staff interviews and onsite observations to understand the big picture of the existing process. Then, we worked closely with affected staff to communicate how changes would impact their roles. The staff reorganization was achieved by clearly mapping out roles and responsibilities and utilizing specialized project management tools and techniques to ensure a seamless transition without interruptions to the supply chain. We facilitated town halls that allowed people to ask questions in a comfortable environment and provided additional training on the newly defined roles.

Our team also established new operating room (OR) procedures and communication channels to improve accuracy and timeliness of the periop supply chain. This reduced the over-involvement of clinicians—allowing them to spend more time focused on their patients. 

After introducing the new procedures and communication channels, we surveyed OR staff, clinicians and leadership to understand if and how the team was improving. In addition, we systematically monitored department performance metrics to ensure the hospitals had fully sustained the changes.

Unconventional consulting—and breakthrough results

Eagle Hill’s program management expertise greatly contributed to the success of both the NCDM and periop supply chain initiatives. Process streamlining and real-time adjustments led to significant improvements in employee engagement and patient experience.

For the NCDM, over 300 care providers were trained across nine hospitals. The project management tools used in the feedback loops helped to increase the average evaluation scores by 15%, reaching a score of 3.9 out of 5.0.

For the periop supply chain, pilot implementations showed significant improvements. Case cart accuracy improved by 20% within just 30 days, backlogs were eliminated, and the average number of case cart supply selection errors per day decreased 60%, freeing up clinicians to focus on patient care.

Eagle Hill assisted the PI team in navigating the complex waters of healthcare transformation, creating sustainable changes that moved the organization closer to achieving its long-term performance goals.