Building capability to improve health system performance

Many healthcare providers across Australia face challenges in meeting operational and financial targets, while maintaining a culture that is focused on the quality, safety and experience of patient care.

Where do you start to solve these challenges and issues? Focus on your people.

Our Perform approach builds capability and changes behaviours through an intensive coaching model that helps teams make practical improvements to the way they work day-to-day.

Is your organisation ...

  • Struggling to consistently meet performance targets?
  • Under pressure to reduce operating costs?
  • Finding staff are disengaged and your culture is poor?
  • Delivering a sub-optimal experience to patients?
  • Concerned about the quality and safety of care?

Perform in Health - Australian case study


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PwC supports healthcare providers to make a sustainable step change improvement in performance by building the capacity and capability of their staff. Using our Perform methodology we work closely with clinical and management teams to change behaviours and improve teaming which are sustained by digital adoption and effective governance.

This results in improvements in patient and clinician experience, and creates significant capacity which can be used to increase activity, redesign services and reduce costs.

“I’m no longer spending all my time on things that aren’t helping patients.”

Emergency Department Nursing Unit Manager


By challenging the typical way of working, our health clients are achieving significant benefits for their patients, their people and their organisations.

Our approach delivers tangible and sustainable improvement by building capability through an intensive coaching model.

We work alongside your clinical and management teams to improve ways of working - embedding a culture of empowerment and continuous improvement.

We coach your teams to better utilise their existing technology - enabling better understanding and responsibility for performance, and timely data-driven decisions.

We help your teams develop sustainable solutions to their biggest challenges - ensuring the changes are fully owned and adopted by frontline staff.

We develop robust governance structures and simple accountability frameworks - ensuring teams understand and continually manage their performance with clear roles and responsibilities.

How we do it:

We work alongside clinicians and management to establish a daily rhythm of regular touchpoints to operationally manage the department. This enables them to proactively manage the flow of emergency patients through the hospital.

We work alongside bed management and patient flow teams to proactively manage flow using live bed management tools, cross-functional capacity meetings with clear accountability and effective collaboration with clinical areas.

We coach inpatient teams so that they can recognise and solve their own problems and change the way they operate. This includes having quality MDT meetings, ward rounds and improved collaboration, along with a proactive approach to managing care and discharge planning.

We work with clinical and management teams to connect the end-to-end surgical pathway and establish a coordinated approach to theatre planning and delivery. This enables them to proactively manage the demand for elective and emergency surgery.

Benefits have been realised by a range of clients across Australia and globally

The approach is co-designed and customised to meet the needs of each client and create a sustainable solution that engages frontline clinical teams.

While the principles remain consistent, the implementation approach can be tailored depending on the size, location or type of provider.

Contact us

Nathan Schlesinger

Consulting Health & Wellbeing Lead, PwC Australia

Tel: +61 2 8266 0990

Chris Rogan

Partner, Health Practice, PwC Australia

Tel: +61 7 3257 5152

Tricia Tebbutt

Partner, Health Practice, PwC Australia

Tel: +61 7 3257 5152

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