Client Case Study:
Accelerated Strategic Planning
With a large change in the organization’s leadership, this Indian Health Service Outpatient Clinic system with 300 FTEs was faced with multiple challenges, including provider and staff recruitment and compensation, primary care, dental services and specialty service availability and productivity, operations efficiency and client satisfaction. IHS wanted help in prioritizing issues and create a clear roadmap and resource needs to rapidly implement solutions to their problems.
RHS conducted a detailed needs assessment over 12 weeks, including detailed operation and compensation evaluation against its proprietary benchmarks across the operations, client satisfaction, finance, technology, staffing and HR. Findings indicated bottom quartile performance on almost all operational, satisfaction, and productivity parameters.
With RHS assistance, IHS implemented a comprehensive adjustment to organization’s compensation model. RHS and IHS leadership developed the program roadmap to double visit volume within 2 years with the goal of top quartile performance in all areas of service. RHS provided on-site consultants to lead the organization through the change process while respecting the various organization’s cultural needs.
IHS’s CEO said, “RHS provided a collaborative engagement with our organization for not just leadership, but also for our front-line staff. They were relentless in meeting our unique needs and were highly adaptable to our requested project plan changes. Great listeners with a highly talented team of leaders, RHS produced high quality work and have been great strategic advisors for our healthcare system.”