[Brainstorm] Initiative ideas
Create a long list of ideas that the team can consider, prioritize, test, and potentially implement to solve the client’s problem. Provide a name and
brief description (one sentence) for each idea. Think creatively and try to ignore constraints. Rate each idea on amount of impact you expect from
each initiative (high / medium / low), and how easy you think it would be to implement (high / medium / low) - this does not need to be scientific at
this stage, just use your gut.
Client: Healthy Co
Problem statement: Patient experience lacking, in part due to long wait times; how can wait time be shortened and/or experience improved?
# Name Description Impact Ease
Decrease wait times
1. Pre-visit Allow patients to complete check-in paperwork/forms and billing/insurance information on Medium Medium
paperwork their way to the facility
2. Vitals automation Create a self-serve option for some or all of the vitals process, e.g., through High Low
questionnaires, self-service blood pressure, body temperature, respiratory rate, pulse
rate, etc.
3. Virtual queuing Allow patients to check in virtually and see estimated time for their vitals & doctor visit High Medium
4. Telehealth Check-in via phone with early identification of whether visit could be replaced with High Medium
partnership telehealth–route and take revenue cut if in-person is not deemed necessary
5. Nurse & Doctor Data-driven approach to schedule nurse and doctor shifts to ensure lower wait times; hire High Medium
scheduling additional staff as needed
Improve wait experience
6. Readiness Provide a notification system to show when their doctor visit is a couple of minutes away, Medium Medium
notification similar to the buzzer machines at restaurants or text messaging (so patients can wait in
system the car, outside, etc.)
7. Choose your TV Similar to a gym with multiple TVs showing different channels, allow patients to connect Medium High
to variety of TVs (e.g., connect their Bluetooth headphones to TV of choice)
8. Phone chargers Provide fixed phone chargers so patients can entertain themselves on their own devices Medium High
without worrying about phone battery
Relieve parent stress by providing child-friendly toys, equipment, media, etc., at each
9. Child-focus High High
stage of the process (e.g., waiting room, nurse’s office, doctor examination room,
etc.)
10. Up-level wait area Add various items/features to waiting room, including plants, calming music, subtle High High
scents, comfier seating, potentially massage chairs, etc.
11. Waiting area Medium Low
Increase size of waiting area and/or add enough seats so that patients do not have to
capacity
stand
Other
12. Increase patient Share vitals, diagnoses, prescriptions, etc. directly to patients’ phones (e.g., QR Low High
information code, email, text, etc.) to increase patient knowledge and create a sense of data
sharing ownership/control
13. Feedback Create simple mechanisms for collecting patient feedback, e.g., QR codes to Medium High
mechanisms surveys, fixed tablets to capture patient sentiment and ideas, etc.
ANSWER COMMENTS
● Consultants love structure, which is why the list is broken out into three sections: (1) initiatives that can decrease wait time, (2) those that
can improve the waiting experience, (3) other
● Impact and ease are unscientific (high, medium, low based on gut with no validation), which for this stage of the engagement is the right
level of detail as it helps associates avoid overthinking and factoring in constraints (proper validation comes at a later stage)
● The descriptions are brief, but give enough detail that the reader knows what the initiative is (without necessarily knowing how it will work)
What other KPMG service offerings might the client benefit from?
# Service offering Brief rationale
1. Human Capital Advisory We know that there are large differences in the time taken by both nurses and doctors to perform their tasks.
This might suggest that capability and/or motivations vary across the group.
2. Procurement & Business It is safe to assume that Healthy Co has large procurement spend. Increasing procurement efficiency can
Services help them to reduce cost.
3. Cyber Security Services Medical data is highly sensitive data, and with healthcare records being digitized, many bad actors across
the globe may be targeting healthcare institutions to gain access to this data.
