Background
One of the leading surgeries in Slough was facing significant delays in maintaining up-to-date patient records, creating a huge backlog of clinical correspondence letters. This started affecting their service level agreements (SLAs), resulting in customer dissatisfaction, impacting patient care, and negatively affecting the surgery's reputation.
The client approached our team with an urgent request: clear the backlog in under one month, with minimal cost, and deliver measurable improvements.
Challenges
- A backlog of over 1,200 letters across multiple categories
- Limited budget for additional resources
- High expectations for accuracy and speed
- Need to integrate with existing systems without causing disruption
- Strict adherence to privacy and compliance standards
Solution Implemented
Rapid Assessment & Planning
We began with a 3-day sprint to analyse letter categories, recurring issues, and root causes. A priority matrix was created to address high-impact letters first.
Scalable Resource Pool
We deployed a team of offshore clinical administrators. By adopting a 24/7 work model, we increased throughput without increasing fixed costs.
Quality Assurance & SOPs
We introduced quality metrics to eliminate errors and standardized operating procedures (SOPs) to eliminate inefficiencies and improve consistency across teams.
PowerBI Dashboard
A real-time dashboard was created for client visibility. Daily syncs ensured alignment and gave room for mid-course corrections if needed.
Results
- Backlog cleared ahead of schedule (in just 3 weeks including training period)
- Cost savings compared to client's initial estimate
- 90%+ letter clearance accuracy, confirmed through random audits
- Quality score gradually increased to 96%
- Seamless integration with no disruption to ongoing operations
Client Feedback
The team not only delivered on what they promised but exceeded expectations. What stood out was their structured approach, transparency, and unwavering focus on quality. This project has set a new benchmark for our future initiatives.
— Manager, Customer Operations
Conclusion
By blending smart training plans with strategic human resource deployment and continuous communication, we transformed a backlog crisis into a high-impact success story. The client regained operational stability, improved customer trust, and established a foundation for sustainable growth.
