"Cook County Health: Enhanced throughput by 55% and customer experience scores by 56%"

Driving Throughput and Customer Experience Improvements with Union Teams

Overview
In October 2024, main principal of EVS Excel Group worked with Cook County Health to manage operations involving four different union staff groups. Our primary objectives were to improve patient throughput and customer experience scores while navigating the unique challenges of a unionized workforce.

Challenges

• Slow throughput rates were affecting patient flow and facility efficiency.

• Customer experience scores were below expectations, signaling a need for better service delivery.

• Managing four union groups required careful coordination and adherence to agreements.

Solutions Implemented by Main Principal of EVS Excel Group

• Introduced standardized processes to streamline throughput and bed turnaround times.

• Launched targeted initiatives to improve customer interactions, focusing on staff training and service quality.

• Worked closely with union representatives to ensure alignment and collaboration in achieving goals.

Results

• 55% Improvement in Throughput: Faster processes significantly enhanced patient flow.

• 56% Increase in Customer Experience Scores: A dramatic improvement in customer satisfaction underscored the effectiveness of service enhancements.

• Union Collaboration Success: Harmonious relations with union staff ensured smooth operations and goal alignment.