Southcoast Hospital

“The Croes~Oliva Group’s expertise was essential to fulfilling our vision for the new Southcoast Center for Primary & Specialty Care. Their knowledge and strategic insights commanded the attention and respect of every stakeholder. They helped to create a united, multi-specialty group of practices and services that will improve coordination of outpatient care. Their roadmap will serve as a blueprint for our future ambulatory care centers.”
Marty O'Neill, Chief Administrative Officer, Southcoast Physicians Group
Southcoast Health System

Accustomed to functioning independently, practices would need to utilize centralized services. A first for Southcoast physicians, this off-site Patient Support Center necessitated major work redesign and a cultural shift. There were still other hurdles. Changing leadership in the Southcoast Physicians Group left little time for operational oversight. A new system-wide electronic health record would put additional stress on ACC occupants. And, upon opening, the ACC would need to project a unified campus experience with the adjacent Southcoast Centers for Cancer Care...

The Croes~Oliva Group Contribution:  

The Croes~Oliva Group provided the strategic framework to unite multi-specialty practices and services into one single-campus model, aligned with the adjacent Cancer Center.  Together with Southcoast administrators, physician leaders and IT professionals, senior consultants designed an operational culture of delight to elevate and satisfy patient needs, and meet provider and staff expectations. Key accomplishments include:

  • Created and orchestrated work teams of Southcoast-wide, ACC-wide, and practice leaders to invest stakeholders, who could:
    • Understand, plan for, and coordinate care delivery across and within organizations and departments
    • Expedite the programmatic and facility use planning process within an aggressive timeframe
  • Facilitated, cultivated and incorporated physician engagement in the workflow planning for the new building to ease provider anxiety in anticipating change
  • Projected ACC volume, by Practice, to understand potential volume and to inform discussions on how to move patients, through the facility and services, safely, easily and comfortable
  • Established and structured the ACC to achieve operational excellence and patient convenience, specifically:
    • Shifted the burden for navigating healthcare away from the patient, and to the facility, staff or support system
    • Ensured a “single campus” experience in all ACC service areas, including the adjacent Cancer Center, by developing consistent service delivery protocols
    • Designed patient flow processes to maximize throughput, including check-in and checkout; streamlined intake processes, waiting time minimization, and performance measurement and monitoring criteria
  • Standardized practice design, and exam room layout and equipment for optimum productivity
  • Refined floor plan design to improve provider, staff and patient work flow
  • Supported development and roll-out of the ACC’s off-campus referral and telephone  Patient Support Center, defining its structure, systems and processes for appointment scheduling, pre-registration, triage, referral authorizations, and billing
  • Coached Southcoast administrative and physician leadership to carry operational details to successful fruition
  • Developed a Playbook to capture lessons learned and document program operations for future ACC development