Executive Summary
Ahead of a national regulatory accreditation review, one of Australia’s largest private healthcare networks partnered with us to strengthen its compliance framework and operational resilience. Through a structured BPM program, we documented 112 end-to-end processes, mapped 375 compliance risks and controls, and uncovered $25M in efficiency and service improvement opportunities — all delivered ahead of schedule, ensuring full readiness for the regulatory audit.
Customer Context
The client is a leading healthcare provider with hospitals, aged care facilities, and specialist clinics across the country. Operating in a highly regulated environment with complex clinical and administrative functions, the organisation needed to uplift its governance and compliance posture while supporting its long-term growth strategy.
Challenge
The client faced an upcoming national health accreditation audit requiring clear evidence of compliance with clinical, operational, and financial standards. Documentation was fragmented, and process ownership was unclear, creating risk around audit readiness and future scalability.
Key challenges included:
- Fragmented process documentation across multiple business units.
- Limited visibility into risk controls, creating potential exposure during the regulatory review.
- Need to strengthen governance while maintaining focus on patient care.
Solution
We deployed a structured BPM framework designed to balance compliance with operational efficiency:
- End-to-end process mapping across clinical, administrative, and back-office functions.
- Workshops, staff shadowing, and system walkthroughs to document processes from Level 1 to Level 4.
- Risk and control mapping, prioritised by severity and business impact.
- Mitigation planning and peer reviews to strengthen accountability and ownership.
- Integration of artefacts into the client’s governance platform for transparency and audit readiness.
- Regular executive reviews to ensure alignment with strategic and regulatory priorities.
Outcome
The BPM program delivered far-reaching strategic benefits:
- 112 processes and 375 risks/controls documented, creating full transparency across key operational areas.
- $25M in efficiency and service opportunities identified, including $800K in productivity gains through streamlined administrative workflows.
- Strengthened compliance posture, ensuring audit readiness and reducing future regulatory exposure.
- Improved governance and accountability, with clearly defined process ownership and risk controls embedded across the business.
- Hybrid onshore/offshore delivery optimised cost and speed, allowing the project to be completed ahead of schedule without impacting day-to-day healthcare delivery.
Strategic Impact
This engagement transformed the healthcare provider’s compliance and operations from fragmented documentation into a strategic governance framework. The organisation is now positioned to not only meet regulatory standards but also to leverage process visibility for continuous improvement, scalability, and enhanced patient care outcomes. By linking compliance to operational performance, the provider created a sustainable model for growth and resilience in a highly regulated industry.