CASE STUDY

HEALTHCARE

Our client, who provides healthcare workers to hospitals and care homes, struggled to manage complex shift scheduling and workforce compliance. Due to a lack of visibility and ability to track important documentation, they experienced considerable negative worker turnover, missed shifts, and compliance violations. Internal operating procedures were fragmented and outdated. We were engaged to help them define their system and operational requirements as phase one before sourcing a technology partner and documenting an internal compliance standard operating procedure (SOP).

CLIENT GOALS

• System Requirements Specification (SRS): To define regulatory, shift timekeeping, and operational requirements.

• Documented Compliance Standard Operating Procedures (SOP): To ensure consistent adherence to multi-jurisdictional regulatory requirements.

OUR APPROACH

• Validation of Regulatory Requirements:

  • Research and Analysis: Conduct thorough research to validate and document all relevant regulatory requirements across multiple jurisdictions.

  • Expert Consultation: Engage with regulatory experts to ensure comprehensive understanding and compliance.

• Analysis of Existing Operational Documentation:

  • Documentation Review: Analyze existing operational documents to identify gaps and outdated procedures.

  • Gap Analysis: Perform a detailed gap analysis to determine areas that need improvement or updating.

• Stakeholder Focus Groups:

  • Cross-functional Engagement: Organize and conduct focus groups with stakeholders from all business functions to gather comprehensive technology and operational requirements.

  • Requirements Documentation: Document the findings from focus groups to ensure all perspectives and needs are captured accurately.

OUR RESULTS

• Systems Requirements Specification (SRS):

  • Comprehensive SRS Document: Delivered a detailed SRS document outlining all regulatory, shift timekeeping, and operational requirements.

  • Functional and Non-functional Requirements: Included both functional (e.g., shift scheduling, attendance tracking) and non-functional (e.g., security, performance) requirements.

• Standard Operating Procedures (SOP):

  • Compliance SOP: Developed a multi-jurisdictional compliance SOP to guide internal operations and ensure regulatory adherence.

  • Operational Consistency: Standardized procedures to improve operational consistency and reduce fragmentation.

• Compliance Audit Schedule and Reporting:

  • Audit Schedule: Created a compliance audit schedule to review and ensure adherence to regulatory requirements regularly.

  • Reporting Mechanisms: Implemented reporting mechanisms to track compliance and identify areas needing attention.

• Measurable Increased Customer Satisfaction:

  • Reduced Turnover and Missed Shifts: Improved shift scheduling and compliance tracking led to reduced worker turnover and fewer missed shifts.

  • Enhanced Visibility and Tracking: Increased visibility and ability to track important documentation resulted in higher compliance and operational efficiency.

  • Positive Feedback: Received measurable positive feedback from customers due to improved service quality and reliability.

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