Healthcare Operational Improvements

Located in Johor, Malaysia, this premier tertiary hospital is situated just 20 minutes from the Singapore-Tuas checkpoint, within Medini's Lifestyle precinct. The facility offers 300 beds and is equipped with advanced medical technologies, including a 640-slice CT scan, Cardiac MRI, PET CT, and the Da Vinci Xi robotic surgical system. The hospital provides a comprehensive range of medical specialties, diagnostics, imaging, and screening services, aiming to deliver exceptional healthcare experiences to its patients.

OASB approached the project with a comprehensive methodology aimed at optimizing hospital operations and enhancing patient care. The analysis began with a detailed review of the process critical path to identify inefficiencies and bottlenecks that could delay patient flow. This was followed by an in-depth examination of the bed management process to ensure optimal utilization and availability. Efforts were also directed towards uncovering communication breakdowns among stakeholders, which often hinder smooth operations and collaboration. Lastly, the team assessed the effectiveness of current management practices, providing insights into areas requiring improvement and aligning them with the hospital’s operational and strategic goals. This holistic approach ensured a targeted and impactful transformation.

Located in the heart of Kuala Lumpur, this specialist hospital has served the community since 1992, offering a range of medical services rooted in professional care and Islamic values. Strategically positioned in a vibrant area near a prominent mosque, it integrates healthcare with spiritual and communal support. The hospital operates on a 24-hour basis and is guided by a holistic approach that emphasizes physical, mental, and spiritual well-being. Known for its "Ibadah Friendly" program, it incorporates worship-friendly practices into patient care to cater to diverse needs. With a commitment to delivering quality healthcare at reasonable costs, it also focuses on health education and community outreach initiatives, contributing to the overall well-being of society.

The project approach involved a comprehensive evaluation of key operational areas to enhance efficiency and identify improvement opportunities. We analyzed the organizational chart to assess the span of control, mapped the billing process to optimize time spent on generating patient bills, and examined the patient journey across outpatient, admission, and inpatient stages. In the lab unit, we analyzed 53,000 line items from 2020, revealing inconsistencies in standard operating procedures and significant variance in turnaround times. In the pharmacy unit, we identified data inaccuracies in medicine prescriptions and discovered opportunities for better drug procurement and revenue capture. Lastly, an analysis of ICD-10 data provided insights into patient profiles, revealing potential for business development by understanding patient types. This holistic approach highlighted key areas for improvement and operational optimization.