Health & Social Services - Improving Performance

We helped renew the corporate services model for a
national health and community services provider.

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Client Situation

  • Our client is a national not-for-profit organisation delivering community health and aged care services to clients across Australia

  • The CEO identified issues in relation to the state-based corporate services model not being responsive to employee needs in other states and regions

  • The organisation wanted to move support, decision making and resource allocation closer to operations to provide real-time, localised services

  • Acutus was engaged to help the client understand how a better corporate services model could support all employees while also underpinning their future growth aspirations

Our Approach

  • Our diagnostic review commenced with extensive employee interviews (63 staff) to map the current state model and understand which key processes were causing the greatest pain across the organisation

  • Acutus facilitated a workshop at the client’s Leadership Forum for staff to provide feedback on these pain points and develop potential improvements and solutions

  • We then analysed operational and performance data from Corporate Services functions in relation to 13 areas of interest

  • The diagnostic phase culminated in eight strategic recommendations

Outcome

  • Our analysis provided our client with a clear understanding of the current state model, and the biggest pain points

  • Our recommendations provided our client with immediate actions to reduce pain points, and a decision framework to guide the rebalancing of corporate services to better meet the needs of employees across all geographies

Darren McGowan