Service Delivery Optimization

Case Study: State Psychiatric Hospital

Project Highlights

Improve patient experience and retain frontline talent

Aligned leaders and managers on their role in transformation

Engaged workforce in daily improvement activities they own

Improved patient care effectiveness by optimizing staff ratios


Project phases


Rapid Improvement Events (RIEs)


Fewer staff separations


Staff Lean trained


Daily workgroup improvement teams

Prepare and train the organization to drive sustainable improvement.

A large psychiatric hospital was looking to shape better patient treatment experiences and retain frontline talent. Kaufman Global led a Rapid Performance Evaluation (RPE) to identify key opportunities to meet those challenges, resulting in a two-phase Service Delivery Optimization project.

Phase 1 focused on improving Mental Health Technician retention. Lean involvement, communication and problem-solving methods coupled with shift optimization yielded an annualized improvement of 52% fewer MHT separations – and in one 3-month period alone, zero separations.

Phase 2 installed essential governance structures to assure alignment and sustainment. Practical lean know-how was introduced to workgroups and frontline treatment teams to expand internal capability. In the end, the project simplified old processes, implemented new procedures, and introduced new forms of collaboration among work teams.

“For many of us, the challenges we faced prior to working with Kaufman Global were related to role uncertainty and clinical-administrative relationships.”

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