KIMS Private Hospital: Streamlining operations through digitisation

Overview

KIMS Hospital, the largest independent private hospital in Kent, prides itself on delivering outstanding care to privately insured, self-funding patients as well as helping to reduce the backlog within the NHS with care for NHS Patients. With 99 beds, five theatres, two endoscopy suites, and an interventional lab, the hospital is constantly looking for ways to enhance efficiency while maintaining high standards of care.

In its pursuit of operational excellence, KIMS adopted two key software solutions: MyPorter and MyAudit. These solutions were used to digitise its portering and auditing operations. The result has been a significant improvement in service delivery, improved staff satisfaction and cost savings of around £50,000 annually.

The challenge

Before digitisation, the hospital's portering system was cumbersome and laborious. When a ward needed a porter, they would contact a helpdesk. The helpdesk would then alert a porter via pager, who would subsequently call back to get the details of the task. This multi-step process consumed valuable time and resources and often led to miscommunication which meant patients were delayed and it led to a poorer patient experience.

Renato Costa, Facilities Manager at KIMS, recalls: "It used to be a bit of a hassle. By the time the porters found out what the task was and got what they needed, you'd already lost time. There was a lot of back and forth."

At the same time, the hospital’s auditing process was entirely paper-based. Guest Services Manager, Katie Bennett found it increasingly difficult to keep up with the growing number of audits required. Not only was conducting the audits time-consuming, but inputting the results into Excel added an unnecessary administrative burden.

"I was doing the audits twice over," said Katie. "I'd collect the data on paper, then spend hours inputting it into spreadsheets. It was frustrating because I wanted to spend more time conducting audits - not writing them up."

The solution

To address these issues, KIMS implemented MyPorter, a digital solution that (by choice of KIMS) automates the allocation of portering tasks. The software removed the need for a helpdesk, saving the hospital £30,000 annually and enabling porters to receive tasks directly, with full visibility into what is required, ensuring they arrive with the correct equipment and information detailing everything needed to complete that task - such as who the patient is, where they are going to/from and if they require any specific transportation – this means each porter now turns up for each job fully prepared.

Following the successful rollout of MyPorter, the hospital then adopted MyAudit to digitise its auditing processes. This platform eliminated the need for manual data entry, allowing audits to be completed, reported on, and distributed more efficiently.

The results

The transformation was immediate and impactful.

Portering

With MyPorter, porters now receive clear, detailed job requests directly to their devices. The system also ensures fair job allocation and provides full visibility and accountability for every task.

"Now when a job comes through, the porters know exactly what they need to bring. Whether it's a wheelchair, a trolley or specific PPE"  said Renato Costa. "It saves so much time and makes everything smoother."

KIMS has not only improved the service it provides to wards but also made life easier for its portering team. The success of MyPorter led KIMS to renew with a long-term contract, a testament to the software’s value.

Auditing

On the auditing side, MyAudit has revolutionised how audits are conducted and managed.

"With MyAudit, everything’s recorded in real-time," explained Katie Bennett. "I’m no longer spending hours compiling reports, the system does it for me. To get round all my scheduled audits, it used to take two to three weeks – this now takes only a week or so."

Katie has also been able to take on extra work within KIMS thanks to the time saved. "I’m able to stay ahead of schedule and make sure nothing gets missed. The closed-loop system is brilliant. Everyone gets the results automatically, and everything is traceable. Thanks to the time saved, I have now been able to also take on additional duties within the hospital.” "These tools have helped us provide a better service, both internally and to our patients," said Katie. "It’s about working smarter, not harder and these systems let us do just that."

Renato agreed, adding, "It’s made a big difference. We’re faster, better informed, and more efficient. It’s a win for everyone."