Investing even more in the client service department? It’s running just fine, right? You would think so, until you spend a day there yourself. If you’re asked to shovel a container full of sand every day, wouldn’t you also prefer an excavator to a shovel? It sounds so obvious: make it as easy as possible for yourself. But where is that obviousness when it comes to digitization within healthcare organizations?
Customer contact and service departments in healthcare organizations are poorly automated. Waiting lists are maintained in Excel, Outlook is used as a calendar, and whiteboards are often used for scheduling work tasks. While this approach may get the job done, is it really effective?
Is it efficient? No. If Kees is out sick, others have no visibility into his tasks and activities, making it impossible to step in and take over. Excel, too, often proves limiting. Colleagues can’t work in the same document simultaneously, and it can take hours to generate something as simple as a waiting list. Opportunities for more proactive and personalized client contact are often missed, simply because client information isn’t readily available at a glance. Due to these inefficiencies, there’s little time left for improving client interactions. Employees are aware that they’re being held back by the lack of modern tools, but what can they do? As long as the department seems to function adequately, management is unlikely to push for modernization.
So, what can be done? We suggest inviting the management for a day. Have the chair of the board take a seat in the customer contact or care coordination department for a day. Let them experience firsthand how the current way of working slows things down. We genuinely believe that this would bring the need for change closer than ever. Think of it like this: give the chairperson a shovel for a minute, and they’ll be ordering an excavator in no time.
Qare365 by QS solutions is the “excavator” for the client service department in healthcare—the software that makes work as easy as possible for client service staff and care coordinators. Waiting lists are available at the click of a button, as are reports, a handy overview of available beds, the number of care requests, and patient inflow and outflow. With Qare365, employees have visibility into each other’s appointments and activities—something that enhances both the continuity of work and collaboration. Lastly, using this software significantly improves customer service. When a client calls, their information is immediately available on the screen. Automated reminders help ensure that staff members keep track of their appointments. Missed commitments become a thing of the past.
Jochem Dijs | +31 33 7122160 | jochemd@qssolutions.nl
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