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Delivering Relief Through Supply Chain Recovery for At-Home Patient Care
Background:
A healthcare organization undertook a major restructuring of its supply chain, consolidating 17 local vendors into a single central distributor. The transition was poorly managed, leading to critical supply shortfalls that disrupted patient care and overwhelmed frontline care providers.Critical Issues:
- Central distributor lacked sufficient inventory at transition
- No operational systems in place to manage the resulting demand surge
- Patients were left without essential medications, including pain relief
- Nurses lacked the supplies required to deliver in-home care
- Supply gaps put patient health and care continuity at serious risk
Approach:
Crossover was engaged to lead a rapid recovery effort. We conducted a targeted assessment across warehouse operations, logistics, and replenishment, then executed corrective actions to restore service levels and stabilize last-mile deliveries.Key Actions:
- Conducted a full operational review to isolate failure points across the delivery chain
- Rebuilt warehouse workflows, including pick, pack, and put-away operations
- Streamlined last-mile logistics and optimized delivery to patient homes
- Reviewed and corrected supply replenishment settings (min/max, shelf-life, reorder points)
- Conducted time studies and performance benchmarking to reduce labor strain and delivery delays
Results:
- Warehouse performance improved across all touchpoints
- Labor demands were reduced through process efficiency and task optimization
- Route planning and manifest preparation became faster and more accurate
- On-time delivery performance returned to industry-leading levels
- Confidence restored among patients and in-home care providers
By the Numbers
35 min
saved per order in pick, pack, and put-away
30%
reduction in warehouse labor requirements
60%
reduction in late deliveries to home patients
50%
reduction in late deliveries to home patients
45 min
cut from shipping manifest and consolidation per batch