Written By: Jordan King, Jordan B Consulting Client: An anonymized healthcare provider Location: UK Industry: Healthcare Services: Healthcare Operations, Process Improvement, Workflow Optimisation, Compliance Support The situation Seven floor-to-ceiling filing cabinets in the basement of a healthcare facility were packed with patient records. There were thousands of files. Some were in boxes on the floor. Some were damaged. Some had been sitting there since before Covid. The

Written By: Jordan King, Jordan B Consulting Client: An anonymized healthcare provider Location: US Industry: Healthcare Services: Process Documentation, SOP Development, Workflow Improvement, Knowledge Management The situation A 12-person call centre team at a healthcare provider was making errors on approximately 30% of patient records. The team was working hard, but everyone was relying on a slightly different version of the process. There was no central place to check wha