J&G Consulting. Enabling Change for Good.
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Case Study 1

Health / Government.

Review of Multi-Hospital Administrative Workforce.


Our client was a large healthcare provider with a workforce of approximately 4,000.  Johnston & Goldsmith were engaged to:

  • Analyse and evaluate all administrative positions to ensure consistency of work value and grading
  • Review and determine the appropriate resource allocation of administrative positions across the network
  • Identify opportunities for process improvements to achieve significant efficiency savings


Johnston & Goldsmith worked closely with the Executive and Senior management teams to:

  • Develop and implement well thought out communication and change interventions to ensure clear and consistent messages were communicated to improve staff engagement in the process 
  • Develop a current state picture of the administrative workforce from stakeholder interviews, administrative staff workshops, an activity analysis survey, analysis of workforce data, an environmental scan of relevant industry trends and analysis of best practice models
  • Present current state and recommendations for change to the Executive Board
  • Design an organisational structure, job families and role descriptions to meet organisational needs now and in the future


Pre-engagement status:

170 different administrative position titles contributing to the perception of inequities existing across the workforce, inconsistent administrative systems and processes, limited visibility of ratio of the administrative to clinical staff and no visible career paths for the administrative workforce

Post-engagement results:

  • Path forward for simplifying the 170 administrative roles into four job families and ten role descriptions 
  • Implementation Plan prioritising high impact recommendations to achieve the greatest return on investment 
  • List of Quick Win process improvements 
  • Map forward with key strategies (performance management, career paths, attraction and retention of high potentials and customer service capability development)
  • Tailored workforce dashboard