The improvement potential in harmonising and optimising patient pathways in health care is enormous, but this has been hindered by the difficulty of understanding the complex pathways in the first place. Especially in a multi-provider environment, where the payer has the most incentive to understand end-to-end costs and outcomes but doesn't have direct access to operations, visibility to details is often very poor.

Key benefits of analysing end-to-end processes and complex systems in healthcare and insurance are increased cost effectiveness, better quality outcomes, and ability to design and understand changes on end-to-end pathway level instead of looking at individual points of care or service.

We have helped public health care organisations and insurance companies to understand their customer pathways, where we see high variation in key metrics such as costs, sick leave duration, customer satisfaction, and wait times, and what seems to explain the challenges seen in KPIs. Using our analyses, our customers are much better prepared for negotiations with their partners, understand the strengths and challenges in their network, and can prioritise, plan and track improvement initiatives designed to address key challenges.

As an example, few questions that can be answered with our analyses are:

  • • How do the pathways for patients that have the same diagnosis vary throughout the system, and are there any systematic differences for example between different providers?
  • • What are the cost differences and differences in outcomes for all the pathways that can be identified for a certain treatment?
  • • What are the best predictors for a customer to enter a pathway with below average results, and can we change our processes so that entry to those pathways is closed?


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