Ipse de Bruggen

The relevance of our solutions, experience, and expertise only becomes tangible when we can apply them to our clients. That’s why we like to ask them about their experiences with our services and the products we deliver.

Below, you can read the story of Ipse de Bruggen, a South Holland organization with over 100 years of experience in disability care.

Key Player

Jennifer de Jong is the manager of the care mediation department at Ipse de Bruggen, an institution that offers various forms of care to people with disabilities. The care mediation team is responsible for managing the enrollment process from the initial orientation to the start of care. During this period, the care mediators act as the key players between the client (or their representative) and the care experts. They serve as the point of contact for the client (or their representative) and provide guidance throughout the mediation process.

 

“The healthcare mediation process is dynamic”

 

While the mediation process was digitized, it was not yet fully automated. Multiple systems were being used to keep a grip on the various aspects of the work, including clarification of care needs, recording of client information, waiting list registration, financing and dossier creation. The use of these different systems alongside each other did not provide the desired efficiency in the work processes. That was therefore the reason to look for a system that would support the entire mediation process.

 

 

Qare365

To find a solution, Ipse de Bruggen’s project team approached several parties, each of which set to work with a pre-established set of requirements, including:

• Automated application form (no more manually retyping data)
• Reporting capabilities
• Overview in capacity
• Waiting list management
• Matching modules
• Client portal in which the application process can be followed
• Understanding lead time to make the different phases of the process measurable

 

“The consultants from QS solutions were knowledgeable and understood the healthcare process well”

 

In the end, the organization chose Qare365, the CRM system that QS solutions developed for healthcare providers. Jennifer: “The QS solutions consultants were knowledgeable and understood the healthcare process well. That made our discussions pleasant and valuable, and resulted in good – substantive – workshops.”

User Adoption

When commissioning a new system, it is important that the end users can and want to work with it. Training is indispensable in this, but only one link in the chain. It is essential to involve employees in such a project from the beginning. At Ipse de Bruggen, there was initially a ‘healthy’ dose of skepticism.

New systems had come along before over the years, but they were focused more on the primary care process (clients in care) and not specifically on care mediation.

 

“The key question that always came first was, “Why are we doing this?”

 

To ensure the greatest possible user adoption, a project group of employees who would actually be working with the new system was formed right at the start of the project. These were care intermediaries, of course, but also, for example, employees from client registration, from the service desk, from functional application management and from the data management and steering group.

Jennifer: “This composition made for a valuable reference group, because each participant was able to advise from his or her own experience about existing practices and how things could be done better. They also acted as ambassadors towards their own supporters, for example for the consultation and for giving demos and presentations. The key question that was always paramount was: ‘why are we doing this?’

Based on everyone’s input, the project group compiled the list of criteria and conducted the selection process. In addition, it led the preliminary implementation process.

Supporting people’s work

The care mediation team has now started working with the new system. That its user adoption takes time is logical, Jennifer believes. “People have to learn to work with the system. They now have to do the same work in a different way than they were used to and that takes time. In addition, we are still dotting the i’s and crossing the t’s, while work continues.”

 

“Qare365 supports our work processes, thinks with us and facilitates, and that saves a lot of manual work!”

 

Jennifer: “Care mediation remains human work, of course, but Qare365 supports our work processes, thinks with us and facilitates, and that saves a lot of manual work!”

Jennifer has enjoyed working with QS solutions. “It is nice to work with a party that is expert. Who understands our processes and practices and can advise us on areas for improvement.”

Want to know more?

Are you looking for a CRM partner to work with you to improve organizational security and keep employees as productive as possible? Let us know! Our experts will be happy to help you get started.