by Paul Navarro , Karen Curtis

Challenge

Northwest Kidney Centers was the world's first dialysis organization. Founded in 1962, the pioneering nonprofit is dedicated to promoting the optimal health, quality of life and independence of people with kidney diseases through patient care, education and research. In addition to treating patients at its centers and local hospitals, Northwest Kidney Centers also cares for patients who receive dialysis at home. Recently, Northwest Kidney Centers briefly closed its Home Peritoneal Dialysis (PD) Program to new referrals in the interest of patient safety due to organizational challenges and high staff turnover. In order to ensure that in-home dialysis will always be there for those who need it, Northwest Kidney Centers engaged Point B to help solve its challenges and reopen its life-saving program to new patients.

Rapid front-line insight

We gained a deep and candid view of what was going on by conducting one-to-one interviews with a mix of staff representing nursing, administrative roles and leadership. We identified a range of issues related to hiring and retention, organization and management structure, key processes/workflows, communications, and IT systems. Using a creative staffing model to support our client's challenges, we formed a project team tailored to quickly address complex organizational and leadership issues, process gaps and talent management concerns.

With a significant list of gaps to address, we worked closely with the client team and leadership to prioritize the challenges. We then began to immediately address the most critical issues and plan for how to address other high priority issues. As we identified root causes and worked to correct problems, we created dashboards and implemented daily stand-up meetings to track and provide visibility to progress.

Horsepower and mentorship

For several months, we rolled up our sleeves and became part of our client's operations. By fostering a new approach to day-to-day operations, we helped the staff get into a rhythm that added rigor and structure to running the business. Our team worked shoulder to shoulder with the staff, providing mentorship in leadership and operational best practices.

Leading a healthy turnaround

Point B's ability to flex to our client's needs was critical to Northwest Kidney Centers reopening its program to new referrals. By taking a creative approach to our staffing and embedding business mentors into daily operations, we led the rapid turnaround of a program that is back to providing its life-saving dialysis treatment to patients.