Problem

For the institution it was unknown why exactly its customers choose for this care home and what sources or influencers they consulted.

Analysis

After thorough analysis by our consultants it was determined that the best way to find out this information was through telephonic research. That’s why new clients and informal caregivers were asked to explain their choice. This revealed that the advice of their general practitioner and relatives was decisive in their choice for this care institution.

Results

After implementing the Lean Six Sigma methodology this institution obtained 100% insight into the decision making process of its clients. It appeared that for 56% the main factor was advice of their general practitioner and their relatives, while the relatives base themselves for 25% on the advice of the general practitioner. In response to this project the institution started a new project to improve collaboration with general practitioners.