Redesigning healthcare operations: lean training and process optimization at scale

The challenge

A social safety-net hospital, serving primarily low-income and Medicaid-eligible patients, was on the brink of bankruptcy. Faced with low reimbursements and an unfavorable payer mix, the hospital had to act fast to drive meaningful, lasting change. The newly appointed president saw Lean as the key to operational excellence by enhancing efficiency while improving patient satisfaction.

The solution

Our team began by setting a clear transformation agenda and vision, uniting senior leadership around a shared goal and key metrics. With alignment in place, we prioritized critical areas of the hospital, assembling dedicated teams across the ED, Revenue Cycle, Social Work, Case Management, Perioperative, and Ambulatory services. We drove meaningful change through targeted training, value stream analysis, improvement events, local governance, and daily process observations. This initiative went beyond process improvements, it fostered a culture of continuous learning and empowerment and enabled teams to sustain progress for the long term.