A Coordination Centre, also referred to as a Command Centre, is a proven solution to take the day-to-day management of operations of complex organisations to the next level. The concept consists of a dedicated facility where different stakeholders that play a role in the day-to-day operations of the organisation are co-located. Through better information sharing and better understanding of each other’s ways of working, it offers a great basis for efficient and timely management of operations to the benefit of the end client. This concept is transformational to a company’s culture since it pushes individuals to work together with other agents of the value chain in providing services to the client.
Brussels Airport launched its first version of the Airport Operations Coordination Centre (APOC) in 2015. Since then, the APOC has evolved towards a facility which not only manages the day-to-day operations, but also forecasts demand and allocates resources in a pro-active manner through cutting-edge technology, including artificial intelligence solutions. The airport operator and its main stakeholders (handlers and airlines) share information in a highly collaborative way.
Airport Intelligence’s mission is to export this expertise to complex organisations such as logistic centres, venues and hospitals.
Hospitals and airports share several challenges:
In 2019, CHR de la Citadelle launched a project to optimise the utilisation of beds in their hospital. The aim was to assess the possibility of setting up a Stays Coordination Centre (a CCS as per its French name - Centre de Coordination des Séjours). The purpose of the CCS is to enable a more efficient process and a smooth journey for the patient while efficiently planning resources, managing real-time changes in admissions and room capacity. Within this context, the CHR de la Citadelle appointed Airport Intelligence to conduct a comprehensive analysis of the current maturity of the organisation to move to such a coordinated way of managing operations and give recommendations on the scope and set-up of a first version of the CCS.
We assessed the organisation and the definition of the CCS on 5 different levels: concept, processes, people and culture, technology, and performance. Our assessment evaluated 19 components of operations management based on which a set of recommendations was made, from quick wins to structural changes.
The necessary input for our assessment was gathered through on-site visits. To map the current methods of work and processes of the patients’ journey, a series of interviews with the leadership team of the hospital and the staff of the future CCS. The learnings were complemented with a benchmark analysis that provided fundamental insights and which supported the conclusions of our study.
The CHR Liège is always seeking ways to enhance the patient experience. The performance of our management operations is a necessary piece towards such objective.
Airport Intelligence’s assessment provided us with a clear picture of the current status of the bed management and the integration of our operations. It has also clarified the actions to be undertaken to enhance the patient experience
Client Feedback, CHR Liege
As a result of our analysis, several recommendations were formulated. These will govern the next steps in the deployment process of the CCS. The recommendations included among others:
These recommendations where integrated into a roadmap with specific tasks, responsibilities, and a timeline on the following levels:
This roadmap was presented to the management team of the hospital, who gave its endorsement and decided to move forward in the implementation of a first version of the CCS that will put the focus on bringing people together, adapting ways of working and roles & responsibilities, as well as set the basis for a following evolution of the concept towards enhancement of the performance management and implementation of adapted tools.
“The Quick Scan carried out by Airport Intelligence has provided an accurate overview of the existing levels of bed management as well as the operations integration. It has also resulted in drafting of a realistic roadmap, aligned with our needs and objectives”
Client Feedback, CHR Liege