In 2007 new medication was introduced for the treatment of age-related macular degeneration (eye disease). This medication requires that patients have to be treated at regular intervals. This has presented hospitals and medical practices worldwide with a problem that is becoming increasingly acute. The reason is that this new method of treatment has led to even more patients needing to be seen in the ophthalmic departments of treatment centers, just at a time when a lack of resources and overtime are already the order of the day. There have been frequent bottlenecks and availability problems as a result of the large number of individual steps involved in the examination and treatment process.
Novartis, a manufacturer of ophthalmic pharmaceuticals, contacted ESPRiT because they wanted to get a better understanding of these capacity problems. The pilot scheme was so successful that it resulted in a collaboration between ESPRiT and numerous hospitals and medical practices. To allow them to adjust quickly and efficiently to the new situation, ESPRiT Consulting developed a special approach to cost-effectively analyze the affected processes at each center and then provide recommendations. The goal was to increase efficiency, reduce waiting times, and raise the level of patient satisfaction.
The approach developed by ESPRiT begins with a two-day analysis period, in which all necessary processes are observed and documented. This means that for the first time, employees at the centers are provided with an overview of processing times and waiting times for their patients. These evaluations form the basis for the individual recommendations made at a later stage. That has meant, for example, that at one center overtime has been significantly reduced, waiting times have decreased by up to 60%, and treatment capacity has increased by up to 25%.
By taking a pragmatic approach, ESPRiT was able to achieve initial successes within a very short time. In the meantime, more than 250 hospitals in 13 countries worldwide have joined in this project. A particular challenge is to adjust to the special features of the health system in each country and to adapt recommendations accordingly.