National Health System
Practice this intermediate operations/processes case interview question in the Health System sector. Includes detailed problem prompt, clarifying questions, structured framework, and expert recommendation. Part of ProHub's 835+ consulting case library.
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.
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
- 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).
- 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.
- Objectives: there are no other objectives other than improving medical services in hospitals for elders