Those of us who work on technological applications for revamping customers’ dynamics at service areas know that this type of developments can make a boring and frustrating experience evolve into one of satisfaction. This is one of the fundamental goals of our endeavour.
Technology impacts positively on organisations’ service areas in all fields equally; indeed, there are countless companies which have already applied innovating solutions to the problems they are normally faced with in the spaces of interaction between customers and companies’ representatives. This impact may be more noticeable at financial institutions and public services companies. All of them have acknowledged the fact that every customer’s visit is an opportunity to improve the perception of both the organisation and its members, which becomes a competitive advantage and a heavy weight in a market that demands differentiation and ongoing improvement, something we are all aware of nowadays.
Even though we speak about opportunity, competitive advantages, and differentiation across business fields, there exists an activity which also demands dealing with imperative need: health care centres. A customer of a financial institution or service company appreciates fast, easy and pleasant attention services by means of technologies applied to waiting management, digital signage, and entertaining and informational screens. Let us think then, how much more this will be appreciated by a patient who demands the services of a health care centre.
There are technological developments applied in health care centres, hospitals or clinics that substantially enhance patient’s experience. A successful experience is the application of Wavetec’s system at Chapitze Heart Center (CHC), the first hospital built through a German and Georgian joint venture, located in Tbilisi, Georgia. This institution specializes mainly in cardiology, angiology, and cardiovascular diseases prevention.
Upon their arrival at CHC, patients get their appointment ticket from one of the touch screen kiosks at the reception area. This kiosk is equipped with multifunctional software which facilitates patients’ appointments programming. Once an appointment is assigned, patients are entered in a virtual queue through a unique number of identification.
Patients are called and directed to nurse offices through LED screens and speakers. Also, an HD 60″ LED display wired to customized software provides updated information as to the current patients’ queue status.
To further improve patient’s experience, 8 LCDs integrated to a queue management system are strategically set near treatment areas and doctor offices accesses. These LCDs show information regarding: room and/or office number, appointment/patient being currently assisted, next patient’s name, and most importantly, queue status. This way, patients are directed to the right place at the right time.
This system for managing flow of patients optimizes doctors and personnel service provision, which results in a decrease in patients’ waiting time. Before implementing the project, the hospital system assisted a total of 70 patients on a daily basis. According to reports, this indicator has climbed up to over 200 patients per day.
These technologies allow requesting appointments from laptops or mobile phones, checking waiting time, automating queue management, coordinating patient derivation among professionals and medical tests requests, and other multiple needs that are positively influenced.
Another example can be found at Capital Health Screening Center in Abu Dhabi. This health care center possesses a fully automated solution to electronically manage queues which is tailored to a fixed flow of patients defined by this institution’s authorities. The system now enables this health care center to respond to any congestion immediately; besides, patients are not required to provide personal information more than once, which adds to a fast and smooth flow of patients, low costs, and personalized services. Upon arrival, patients encounter an interactive touch screen kiosk that leads them to their specific area of interest. This solution is also integrated to an information system that enables patients to get appointments online.
Then, doctors and nurses may access patients’ clinical records right before assisting them; and management office may also access over 30 different reports to assess staff performance.
Attention quality, efficiency, competitiveness, comfort, distinction, and interaction. Technology drives all these variables to a high level of evolution; most importantly, it provides patients with a more satisfying and humane experience, aspects which are undoubtedly appreciated by all of us when attending health care centers.