Intelligent process at work: Genpact helps Miami Children's Hospital deliver a Superior patient experience

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Executive Summary

Miami Children's Hospital (MCH), a top pediatric facility with over 600 attending physicians, was experiencing low patient satisfaction due to long wait times and a lengthy discharge process. Understanding the need for patient loyalty, MCH approached Genpact to analyze their current hospital operations and identify areas for improvement. Genpact's innovative approach applied the Lean, Six Sigma and Smart Enterprise Processes (SEPSM) methodologies, typically reserved for business processes, to core hospital functions with the goal of improving hospital efficiency and enhancing the patient experience and levels of care. The result: happier patients and a more intelligent enterprise.

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