Early 2021, Airport Intelligence had been chosen to perform a maturity assessment on the readiness of the Citadelle Hospital of Liege to go from its actual organization to a collaborative way of working by means of an operational coordination centre. A few months later, the collaboration was continued with the ambition to transform the idea of implementing a coordination centre focused on the patient journey into an actual plan.
While the “quick scan” gave good insights into the current status and maturity of the hospital, the first step of this project was to retake the concept with all impacted stakeholders during a number of workshops to align on vision and ambitions, responding to questions such as:
The focus of these workshops was to create a common vision and ambitions, that was realised through focussed co-creation sessions, where the different stakeholders transversally had to work together and come to a joint vision. This already mimicked the future collaborative way of working of the coordination centre. In this way, awareness (of the need and the bottlenecks of others) was created and the desire for the transition was nurtured. All of them are crucial steps in a change management process.
While aligning on vision and ambitions, priorities and work packages were identified and mapped on a manageable roadmap, aiming to implement a coordination centre focused on the patient journey in 6 months, including:
Before integrating new tools and data, implementing a coordination centre is first and foremost about change, it is about gathering people in one and same place while developing a new way of collaborating. It requires people to alter their way of working, an evolution that must be supported through smooth transition phases, right supporting assets, and visible gains:
Alongside, a stakeholder management plan has been developed and implemented. A communication plan has been outlined together with the communications department, including inauguration day, video, articles... These elements were essential to support the coordination centre’s success, whose efficiency depends on others’ awareness and willingness to share information and involve them.
Beyond the implementation of a coordination centre, our collaboration resulted in a report integrating a synthesis of our journey and a set of recommendations for the way forward:
The needs in terms of infrastructure & IT to support the evolution of the coordination centre