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Medium Operations/Processes

National Health System

#Health System
ProHub Comment

This is a structured operations case requiring candidates to map out a healthcare customer journey, identify root causes of service dissatisfaction, and quantify staffing requirements. The case progresses logically from problem definition (Q1) through customer journey analysis (Q2), root cause analysis (Q3), to quantitative demand-supply calculations (Q4), culminating in a staffing-based solution.

Estimated Time 26 minutes
Difficulty Medium
Source ICC
50 / 100

The Sydney Department of Health recently discovered that elderly people (aged above 60) are not satisfied with the medical services they currently receive both in terms of time and quality. Your consulting firm is brought in by the department of health to fix the problem.

Q1. What are the main factors you would like to consider in order to improve the medical services for elderly people?

Clarifying Information

  1. Current health care process in Sydney: people typically make an appointment at and visit community medical centres first. If the General Practitioners (doctors in community medical centres) believe patients should be treated in hospitals, the patients will then go to a hospital (also need to make an appointment online).
  2. Unsatisfaction: Elderly people are generally quite happy with the services they received from community medical centres. But they are not happy with the services provided by hospitals.
  3. Objectives: there are no other objectives other than improving medical services in hospitals for elders
Mock Interview
Interviewer

The Sydney Department of Health recently discovered that elderly people (aged above 60) are not satisfied with the medical services they currently receive both in terms of time and quality. Your consulting firm is brought in by the department of health to fix the problem. Q1. What are the main factors you would like to consider in order to improve the medical services for elderly people?

You

Thanks. Before analyzing, I'd like to clarify a few key questions...

Interviewer

Good question. Let me provide some background information...

You

Based on this, I suggest analyzing from these dimensions...

AI Score
Structure Analysis Communication Business Sense Quantitative
Practicing...
Score coming soon
Practice this case with AI Mock Interview

🤖 AI Summary: A consulting case focused on improving hospital medical services for elderly patients in Sydney. The analysis reveals that long diagnosis times and treatment errors are caused by staff shortages and inadequate medical history systems. The recommended solution involves converting 1,000 community specialists into elderly-care specialists to reduce burden on hospital doctors.

💡 Key Insights:

  1. Structure customer problems across three journey stages (coming to, in, out of hospital) to identify friction points
  2. Distinguish between people factors (staff shortages, work hours) and non-people factors (outdated systems, equipment) in root cause analysis
  3. Quantify staffing needs by calculating both patient demand (population × visit frequency) and specialist capacity (time available × patients per hour)