Spoiler: good systems
Way back when there were still floppy disks, you could file your tax return via a program on your computer. You could request a diskette with the program on it, put it in your computer, do your tax return and send the diskette back to the tax office.
You’d think it was well-organized, especially since the internet wasn’t advanced enough at the time.
For the citizens, it was indeed neatly arranged, but those diskettes were placed into a PC by employees upon receipt, the tax return was printed out and retyped into the Tax Administration’s system.
A typical example of good service and poor operational organization. The Tax Administration made it easy for the citizen but incurred high internal costs to process tax returns. They had their front-end system in order, but not the back-end system.
Most healthcare providers have their back-end systems in order; most Electronic Client Records (ECDs) work satisfactorily. But what’s often missing is a front-end system for the customer service and care mediation departments. And because of that, these departments, with the best of intentions, end up working with Excel, but it never becomes a truly supportive system for good service.
Now, you could solve this by deploying a lot of people in the customer service and care mediation departments, but that’s not feasible in terms of cost. Finding suitable people is challenging. And it’s questionable whether the service would actually improve with more staff.
Qare365 is the front-end system for healthcare providers. Customer service representatives and care mediators work together in this system to provide optimal service to clients and potential clients. They are easily accessible, have all relevant information at hand, and ensure a smooth handling of all care requests. A good system ensures optimal customer satisfaction.
And no, there’s no need for extra hands to retype all the data from Qare365 into the ECD. Of course, this is integrated. You’re not the Tax Administration. You have properly aligned both the front-end and back-end systems.
It’s never pleasant for anyone to have to ask for care, but you can make it easier.
In our whitepaper ‘Exceed the Client’s Expectations,’ we delve deeper into how care mediators can quickly help their clients find the right care. Want to learn how to transition to shorter waiting lists and higher occupancy rates? Download the whitepaper now.
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