Director Grant R. Muddle

Grant R. Muddle recently served as the Chief Operations Officer of Global Medical Solutions, where he leveraged contacts across Australia’s Queensland Health to introduce the UAE Military to best practice models of care, clinical service improvements (Telehealth) and workforce capability. He has led and championed an ISO certification process from concept to final audit, partnered with the MSC and Zayed Military Hospital to review and develop JCI policies and delivered a series of streamlined operations that cut labor needs. Mr. Muddle has implemented internal changes that increased employee engagement, encouraged consultation and collaborative discourse with teams to review and identify procedural gaps, rewrote job descriptions and explained future visions. He initiated programs for a $30 million warehouse for medical supply chain with an accompanying country program, a diabetes and dialysis center in collaboration with the Joslyn Centre, a joint venture for a company specializing in pediatric dentistry, and an engagement program for staff that increased revenues through new recruits, salary increases, special consulting projects, automated pharmacy, clinical quality, education and patient-centered care.

Mr. Muddle previously served as Global Senior Vice President, Operations for Apollo Hospitals Enterprises Limited in India, Asia’s largest healthcare group providing 8000 beds in 41 hospitals, as well as nursing and hospital management colleges, pharmacies and diagnostic clinics. As Senior Vice President, he saved $750,000 annually and improved infection control outcomes by capitalizing on group-buying power of chemicals used in environmental services, catering and laundry across all facilities, heightened commitment to patient-centered care practices between providers, departments and healthcare settings, instituted Voice of the Customer surveys and automated the process for categorizing and filtering results to benchmark best performing locations, cut linen costs by 12% via a vendor consolidation initiative, introduced WOW customer service—a portfolio of services designed to create the “wow” factor by delighting customers with new and innovative ideas, kick started the New Born program across maternity departments that created a delight factor of 98.7%, boosted compliance from 63% to 86% by introducing audit forms for environmental, catering and laundry sites, and consolidated brand image by instituting a uniform together with expected grooming standards.

Mr. Muddle also served as Director of Operations for Apollo Hospitals Dhaka, Bangladesh, where he presided over all key operational divisions of the hospital, enforced compliance with stringent legislative regulations while maintaining costs and elevating quality standards. He launched a review of systems, procedures and policies to arrest the tide of dissatisfaction in a problem-plagued environment in need of restructure and revitalization, and built a team and environment that demonstrated renewed competencies and pride. His program increased outpatient numbers by 280% and inpatients by 378%, increased revenues by 405%, reduced food complaints by 30%, improved food safety handling by 85%, and resulted in customer rated inpatient room cleanliness at 98%. His leadership improved morale and cut employee turnover from 40% to 12% in less than a year, instigated a Heartfelt Service program to reward staff for top-flight service performances, produced a shared governance system and organizational structure that boosted accountability, managed the fit-out of a library, conference hall, prayer room, 18 consultation rooms and accommodation for 100 beds, created Night Duty Manager shifts to provide a single contact point for resolving issues after hours, decreased outsourced contractor costs 7% for security and 5% for hotel services, implemented a Picture Archiving Communication System (PACS) for storing radiology images that improved efficiency and reduced administration costs, introduced a paperless system where all notes, prescriptions, tests and results were stored electronically for recall by any doctor with permission to review documentation, launched an RFID system for tagging equipment and staff ID tags to locate staff and equipment any time and sound an alarm if equipment was removed offsite, and revamped rosters to return an 8% decrease in manning yet greater coverage during peak periods.

As Group Manager - Hospitality Services for Amity Group Pty Ltd, Sydney Australia, a leading Australian private aged-care provider with 42 sites across 5 states—the country’s only 5-star nursing homes, Mr. Muddle managed operational divisions of catering, cleaning and laundry, enforced legislative compliance, conducted audits, reengineered processes, and contained costs. He managed logistics, stock ordering and layouts, recruited hotel services staff and devised/outsourced cleaning services, integrated policy and procedures into new acquisitions and enforced best practice standards and compliance across all facilities, transformed bland, unappetizing food menus into a restaurant-style quality fare, reducing food complaints by 70% while reducing grocery expenditures by $350,000 via better food choices, a national pricing schedule and preferred vendor accreditation. He was the Nominee for the 2005 Minister’s Awards for Excellence in Aged Care (Food Innovations Category), produced wage savings of $230,000 annually, cut laundry service complaints by 30% and eliminated lost, damaged and poor quality service, and elevated the quality of facilities as part of the Building Consulting Group, providing input in extensions, renovations, re-builds; from concept and floor plans, through workflows and interiors.

Mr. Muddle also previously served as Front Office Manager for Merchant Court Hotel (Raffles International), Sydney, Australia, Executive Assistant Manager for Star Cruises, Singapore, Thailand, and Malaysia, Executive Assistant Manager for Rydges Hotels/Resorts, Canberra, Rooms Division Manager for Ayers Rock Resort, Yulara, and Front Office Manager for All Seasons Frontier Oasis (Accor), Alice Springs.

Mr. Muddle is a Fellow, Australian Institute of Management, Member, Society of Industry Leaders, and Member, NSW Food Authority Working Party for Vulnerable Populations Setting Criteria and Food Safety Standards (Workable Solutions) for the Aged Care Industry.

Mr. Muddle received a Master of Business Administration degree (Strategic Management) from Charles Sturt University, Australia and a Bachelor of Business degree (Accounting and Law) from Northern Territory University, Australia. He is a Six Sigma Green Belt (2010), a Certified Professional Manager, Australian Institute of Management, a Lead Auditor Food Safety, SAI Global, and a HACCP in Aged Care, Australian Nursing Home and Extended Care Association.