P&C Global Practices: Corporate Performance, Organization & Human Capital, Strategy & Innovation
Transforming Acute Care Delivery Through Innovation
A large, multi-hospital health system faced growing pressures to increase access to acute care amid rising patient volumes and hospital capacity constraints. These challenges were amplified during COVID‑19 surges, when beds filled and new solutions were needed to care for patients safely. At the same time, studies showed that most Americans prefer to receive care at home, in familiar surroundings where they feel more comfortable. Rather than expanding brick-and-mortar facilities, the client’s executive team recognized an opportunity to address operational pressures and fulfill patient preferences through an innovative Hospital-at-Home (HaH) care delivery model to extend acute care into patients’ homes.
P&C Global was engaged as the client’s strategic and operational partner to design and implement a scalable, digitally-enabled HaH model. The goal was clear: improve patient outcomes, expand system capacity, and reduce costs—without compromising on clinical excellence. What followed was a multi-year transformation that redefined what modern healthcare delivery can—and should—look like.
Strategic Objectives of the Transformation
The rationale for the HaH strategy was straightforward: by treating patients in their own homes using telehealth, remote monitoring, mobile care teams, and AI-powered triage and logistics systems the multi-hospital health system could deliver care efficiently, free up hospital beds for the most critical cases, and avoid costly facility expansions. The client partnered with P&C Global to achieve five strategic objectives through its HaH transformation:
- Expand Capacity: Safely treat more acute patients without adding hospital beds, easing overcrowding and creating surge capacity
- Maintain Quality & Safety: Achieve clinical outcomes (e.g. recovery times, readmission rates) on par with or better than in-hospital care, with robust patient safety protocols
- Enhance Patient Experience: Allow patients to heal in the comfort of home, aiming for higher satisfaction, better dignity, and engagement of family in care
- Improve Operational Efficiency: Reduce the cost of care delivery per case by leveraging home-based services (avoiding overhead of hospital stays) and prevent costly complications (like hospital-acquired infections)
- Scalability: Develop a model that can scale across the client’s regions, standardizing processes and technology so the program could grow quickly and sustainably
Challenge: Expanding Capacity Without Physical Expansion
Implementing an HaH model at this scale demanded meticulous planning and execution. In addition to meeting five key strategic objectives, the client had to adapt to a rapidly evolving care paradigm by addressing a range of complex, cross-functional challenges:
- Driving transformation across multiple fronts simultaneously—including technology, clinical operations, and organizational change
- Patient eligibility criteria development across 14 clinical conditions
- Equipping patients’ homes with hospital-grade medical technology, including vital sign monitors and IV therapies, while integrating these new workflows into the client’s existing systems
- Navigating multiple state regulatory and payer environments while seamlessly integrating new technologies with legacy EHR and telehealth infrastructures
- Aligning stakeholders (from Compliance, IT, Legal, and Clinical departments) around a build-vs-buy strategy, requiring cross-functional evaluation and partnership development to support scalable, interoperable technology solutions
- Coordination across nine-medical centers, two virtual hospitals, and over 50 care teams while managing change across stakeholder groups, requiring strong physician, nurse, and patient engagement to ensure adoption and trust
- Executing on this vision required not only bold decision-making but also seamless coordination across departments, disciplines, and partners—laying the foundation for a scalable, patient-centered care model that redefines how and where high-acuity care is delivered.
Solution: A Digital-First, Patient-Centric Model of Acute Care
To meet these imperatives, the client partnered with P&C Global—selected for its ability to deliver complex, enterprise-wide transformations by aligning strategy, digital enablement, and organizational execution. From day one, P&C Global’s cross-functional team embedded deeply within the client’s innovation office, collaborating across disciplines to shape a scalable, technology-enabled care model. Below, we highlight how each of P&C Global’s Healthcare & Life Sciences services contributed to this multifaceted transformation:
- Strategy & Innovation: P&C Global’s Strategy & Innovation experts spearheaded the development of the overall HaH vision and business case. The team conducted a rigorous analysis of the client’s inpatient capacity constraints and modeled how a home-based care program could effectively relieve pressure on hospital resources. They defined patient profiles—such as those with heart failure, COPD, and pneumonia—and mapped out a phased roadmap for piloting and scaling the initiative. This group ensured the initiative stayed aligned with the client’s strategic goals of innovation and value-based care delivery.
- Digital Transformation: Our Digital Transformation team architected the end-to-end technology ecosystem powering the client’s HAH program. P&C Global’s digital specialists led the selection and implementation of the remote care platform, ensuring seamless integration with the client’s EHR and patient monitoring devices. They established a centralized “virtual hospital” command center, enabling physician-led teams to coordinate care through telemedicine and data feeds. The team also oversaw the partnership with Medically Home, configuring its logistics platform to deploy in-home services—nurses, paramedics, oxygen, labs—on demand. The result: a robust, tech-enabled infrastructure that supports 24/7 virtual rounds, communication, and alerts for home patients.
- Corporate Performance: P&C Global’s Corporate Performance team anchored the HaH program with rigorous metrics, financial modeling, and continuous process improvement. From day one, the team established key performance indicators—including daily census, length of stay, 30-day readmissions, cost per case, and patient satisfaction—to track operational and clinical performance. They developed robust financial models to project cost savings from unnecessary hospital stays and helped the client assess the program’s return on investment of scaling the program. As the initiative evolved, the team instituted continuous improvement cycles by analyzing outcomes and refining processes accordingly. For example, early quality assessments showed that home-based patients experienced fewer readmissions and complications, validating the model’s effectiveness. The team used these insights to optimize care protocols and further improve operational efficiency.
- Organization & Human Capital: Recognizing that adopting a new care model required deep cultural change, our Organization & Human Capital experts spearheaded the training, communication, and change management strategies critical to success. The team coordinated hundreds of simulations and readiness drills to ensure frontline staff were fully prepared prior to launch. They also facilitated clinician workshops and peer-to-peer coaching to address skepticism and build confidence in the model. A pivotal success factor was activating frontline physicians and nurses as champions—supported by executive sponsorship and regionally guided change leaders to drive adoption. These efforts helped shift mindsets across the organization.
Throughout the engagement, P&C Global remained accountable not just for designing the model, but for ensuring that it was fully-implemented, fully-integrated, and fully-owned by the organization itself.
Outcomes: Operational, Clinical, and Human Impact
Operational & Financial Results
- Increased system-wide capacity by more than 7,000 admissions per year without building new infrastructure
- Achieved a projected 20% reduction in average inpatient care costs for eligible conditions
- Reduced average hospital length of stay by 1.3 days for patients transitioned to home care
- Improved care team productivity through digital scheduling and automation
Clinical & Patient Outcomes
- 94% of patients reported being “very satisfied” or “extremely satisfied” with their home-based care experience
- 15% lower readmission rates among HaH participants versus traditional inpatient care
- 18% increase in staff satisfaction, with nurses citing improved work-life balance and patient connection
Patients consistently described feeling more comfortable, safer, and more personally cared for in their own homes. One participant noted, “I felt safer, more comfortable, and better cared for in my own home than I ever have in a hospital.”
Industry Recognition & Scalability
The client’s HaH initiative has not only delivered results – it has also earned public recognition as a pioneering effort in health care. The program’s success drew national attention. As a result of this initiative:
- The client was recognized among the top 3 hospital systems in the U.S. for care innovation by a leading industry index.
- The HaH initiative received the 2023 Telehealth Innovation Award from the American Telemedicine Association
- The client’s net promoter scores (NPS) among patients with hospital-at-home availability rose by 21% year-over-year.
- Becker’s Hospital Review recently listed the client among the top HaH programs in the nation, highlighting its scale and innovative approach
- In 2023, the program was honored as a “Health Care Hero” in the Advancements & Innovation category by the Daily Record
- The client’s communications around the program even received honorable mentions in PR Daily’s national awards for digital and content marketing
Internally, the organization scaled its HaH daily patient census from fewer than 25 patients in early phases to over 80 by 2024. A detailed analysis revealed that patients in the program had lower incidence of hospital-related complications, Such as delirium and loss of mobility from ward-related care.
A New Standard for Patient-Centered Care
The client’s HaH transformation is a compelling example of of how healthcare delivery can be reimagined through bold vision, AI-driven design, and executional excellence. With P&C Global as its strategic and operational partner, the client didn’t just add a program—it reshaped what care could look like for thousands of patients.
For the client’s senior leadership, the HaH initiative has been a compelling demonstration of how strategic innovation can solve operational problems in practical, measurable ways. With P&C Global’s cross-practice expertise in Strategy & Innovation, Digital Transformation, Corporate Performance, and Organization & Human Capital, the client stood up a new care model that is delivering tangible benefits: expanded capacity, providing high-quality outcomes, satisfied patients, and a strong foundation for future growth. The hospital-at-home transformation showcases a win-win scenario – patients get the care they need in the comfort of home, while the health system gains flexibility and efficiency. As one executive summarized, “What’s surprised us is how much our patients love this program.”
By embracing change and carefully managing implementation complexity, the client has established HaH as a mainstream option in its continuum of care. This serves as an insight-driven example for any healthcare organization looking to innovate practically: with the right strategy and expert execution, it’s possible to reimagine service delivery and achieve dramatic improvements in operational performance and patient experience.
Partner with P&C Global to Transform Care Delivery
The future of healthcare is home-based, digital-first, and patient-centered. P&C Global empowers health systems with the strategy, technology, and operational expertise to deliver care that is as effective as it is compassionate. Discover how we can help your organization reimagine care delivery at scale. Contact us today.
