Patient journey and service standards
A defined workstream within the engagement scope.
Selected work
Meridian Clinics Operating Model
Overview
Meridian Clinics had grown from two to five locations and needed a consistent operating model before further expansion. Tavra Group mapped patient journeys, clarified central and clinic responsibilities and introduced common routines for scheduling, reception, clinical support, inventory and performance review. Clinical decisions remained under licensed medical leadership.
Challenge
Each clinic had developed its own scheduling and front-desk practices. Appointment utilisation, waiting time and cancellation data were calculated differently, making comparison difficult. Central functions were involved in routine issues but not consistently accountable for standards or support.
Scope
Project gallery
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Results
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Median waiting time fell by across the pilot clinics.
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Appointment utilisation improved by percentage points.
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Stock-out incidents for priority consumables reduced by .
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The
sixth clinic passed a structured readiness review before opening.
Related services
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