Automating Recovery in a Healthcare Environment

The Challenge

A nationwide healthcare provider was supporting patients across a wide geographic area, but distance and travel barriers often disrupted ongoing care. Missed and cancelled appointments led to inefficient use of clinician time and impacted patient outcomes.

Manual appointment tracking and fragmented systems made it difficult to coordinate care, claim full ACC entitlements, and recover lost revenue. Staff were left juggling workarounds, frustrated by the lack of visibility and unable to deliver timely, integrated recovery experiences.

Hoskin Consulting were engaged to reframe the challenge—not as a staffing issue, but as a systems and scheduling review opportunity.

How This Project Was Tackled

• Conducted a full workflow analysis, allowing for a full understanding of the ingrained workarounds in place.

• Enabled dashboards to track appointment attendance, provider utilisation, and funding outcomes.

• Audited historical appointments to recapture missed ACC revenue.

• Introduced automation to streamline processes.

• Improved their “Digital Readiness” by integrating systems and automating new claims.

• Centralised administration tasks to reduce duplication and support remote coordination.

• Developed a training program for clinical and admin teams to embed workflows and ensure continuous improvement.

 The Outcome

• Improved patient outcomes and improved access to follow-up care through Telehealth, especially for patients with mobility or geographic barriers.

• Improved attendance rates

• Recovered missed ACC revenue and improved compliance through automation and accurate service tracking.

• Optimised the treatment providers time and resource utilisation, enabling more coordinated and scalable care delivery.

• Strengthened stakeholder confidence and positioned the organisation for long-term success in hybrid care environments.

• Reliable accurate reporting enabling data led decisions for future ongoing improvements and business growth.