Case Study

Workflow Optimisation for a Multi-Site Optical Group

Key Challenge(s)

A multi-site optical group in South Wales was experiencing operational inefficiencies due to a fragmented and inconsistent print environment.

Each testing room operated independently, with a mix of small inkjet and desktop laser printers. This created several challenges:

  • Documents such as prescriptions, reports and appointment letters printing to different devices across rooms
  • Staff frequently leaving patients unattended to retrieve paperwork
  • Limited paper capacity on devices, causing frequent interruptions
  • Inconsistent workflows across sites and rooms
  • Time lost walking between multiple print points

 

With clinicians seeing up to 7–9 patients per day, these inefficiencies significantly impacted productivity, increased operational pressure, and disrupted the patient experience.

Pinnacle Solution

Pinnacle worked in partnership with the client to review existing workflows and design a more efficient, centralised approach to document output.

The solution included:

  • Consolidation of multiple desktop devices into centralised multifunction systems
  • Implementation of secure follow-me printing, enabling users to release jobs from any device
  • Configuration of one-touch print release, with clearly defined output trays for prescriptions, reports and appointment letters
  • Integration with the client’s optical software platform, ensuring seamless compatibility
  • On-site testing and optimisation to ensure reliable performance within the live environment

 

This consultative approach ensured the solution was tailored to clinicians’ workflow while eliminating unnecessary manual steps.

The Results

The new solution delivered immediate and measurable improvements:

  • Up to 10 minutes saved per patient interaction
  • Equivalent to approximately 3 hours saved per day per site
  • Improved patient experience, with reduced waiting times and fewer interruptions
  • Increased productivity, allowing staff to focus on patient care rather than administrative tasks
  • Simplified and standardised print infrastructure across all locations

 

Case Study Reference

  • Industry: Healthcare (Optical / Retail Healthcare)
  • Organisation Type: Multi-site optical group
  • Relevance: Ideal for healthcare providers and customer-facing environments looking to streamline workflows and improve service delivery

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