Background:
A Health Trust in Wales was under mounting pressure to improve access to diagnostic services. Patient demand was rising, yet the existing systems and processes couldn’t keep pace. Long waiting times for tests were delaying diagnoses, impacting treatment plans, and putting avoidable strain on both patients and staff. The Trust recognised the need to modernise its diagnostic pathway—improving not only operational efficiency but also the overall quality of care.
Analysis:
Meridian Productivity partnered with the Trust to conduct a comprehensive diagnostic of current operations. This included over 30 supervisory diagnostic interviews, real-time clinical observations, and detailed analysis of booking patterns, referral data, and resource utilisation.
Key findings revealed:
Fragmented booking processes across specialities and sites
Limited capacity visibility, leading to underused diagnostic slots
Reactive, rather than proactive, case prioritisation
A lack of real-time oversight on booking team performance
This analysis provided a clear picture of where time and effort were being lost—and where changes could deliver measurable impact.
Implementation:
Working alongside operational leads and frontline staff, Meridian designed and delivered a transformation programme rooted in collaborative change.
Key interventions included:
Introducing a unified booking model with clear ownership across sites and specialities
Developing a ‘6-4-2’ performance review structure—weekly meetings focused on bookings six weeks out, four weeks out, and two weeks out—to proactively manage capacity
Building a bespoke performance dashboard to give real-time visibility of slot utilisation
Delivering hands-on training for all booking teams and diagnostic staff, focused on new workflows, prioritisation protocols, and patient communication
The team also redesigned booking process flows for each specialty and region, removing duplication and embedding clear escalation routes.
Results:
Within just a few months, the Trust saw tangible improvements:
30% reduction in diagnostic waiting times, enabling faster diagnoses and care decisions
20% uplift in operational efficiency, through improved slot usage and reduced DNAs
Significant ROI, with the cost of the project repaid in under six months
Improved staff morale and engagement, thanks to clearer roles, better tools, and visible impact
Enhanced patient experience, with fewer delays and improved access to timely investigations
This transformation demonstrates the power of combining data-driven insights with a collaborative, patient-first approach. By modernising the way diagnostic services were scheduled and managed, the Trust delivered meaningful change for both staff and patients—laying a strong foundation for continued improvement.
