Qmatic in Healthcare December 2012

Transcript

1. Qmatic in Healthcare sector
2. Market sectors Public Healthcare Finance Retail
3. This is Qmatic The world’s leading supplier of Customer Flow Management solutions
4. Healthcare
5. Healthcare solutions aimed at • Hospitals • Outpatient clinics • Pharmacy (In- and outpatients) • Accident & Emergency departments • Labs (In- and outpatients) • Radiology • Dentist
6. Trends and challenges • Commoditization of healthcare services • Globalization of healthcare economy • Consolidation • Compliance, compliance, compliance • Global staff/competence shortage • Process improvement • Information technology is vital
7. Drivers Patient service and satisfaction – quality of service • Patient waiting times • Information • Waiting environment • Patient experience Cost saving (operating expenses) – efficiency increase • Process improvement • Resource management • Facilities utilization Staff satisfaction • Work load • Working environment • Patient contact
8. Qmatic improves patient flows Qmatic solutions  Are based on knowledge, SW and HW  Manages the flow of patients, their experience and related information  Enables patients to choose service, location and time to get best possible service.  Calls patients to doctors, track the patient’s location, status and provide information about treatment and waiting times • Manages patient experience through solutions for information, entertainment and commercials  Monitors and optimise staffing  Gains insight - the key to greater performance through Management Information  Interacts with existing information systems (HIS)
9. Patient Flow Management Patient Flow Management increases productivity, profitability and improves patient and staff experiences. Patient Flow Management generates data and insights which drive ongoing operational improvements.
10. 2a. Arrival - self service The patient chooses treatment/service, matching his needs – gets identified by number, name or appointment reference. Is exposed to information and instructions. Information is sent to the system. 2b. Arrival – reception. The patient receives personal service by staff, who identifies and ascertains their needs Identified by number, name or appointment reference. Information is sent to the system. 3. Queuing and waiting The patient is both informed and entertained while waiting. Information on when and where to go is carried by the ticket, LED signage, TV monitors and/or pre-recorded announcements. 4a. Serving - preparing Staff is prepared based on identity, service choice and history before service delivery/treatme nt. 4b. Serving Patient is called and receives service/ treatment based on needs, identity, patient history and staff skills. 5. Post serving Patient provides feedback on service experience. 6a. Managing - operational Supervisors actively manage staff and patients based on alerts and alarms. 6b. Managing Management control and operational improvements based on Management Information (MI). CFM in a Healthcare environment 1a. Pre-arrival Patient choosing service, finding location and reserving a place in the queue. Gets guiding direction, avoid queuing and waiting. Controlled flow of patients. 1b. Pre-arrival Patient booking appointment to avoid queuing and waiting. Controlled flow of patients.
11. 1. Pre-arrival What we do • Schedule customers by appointment booking (internet/call centre appl.) • Guiding person by mobile customer visit apps • Integration to third party SW solutions (HL7) The value • Reduced waiting time on site • Easier for patients to reach your Healthcare institution • Controlled/predictable patient flow • Patient traffic is matched with staff skills/availability • Better utilisation of resources Products used • Calendar applications • Internet Calendar applications • Mobile patient visit apps • Customer Journey Planner 1 Pre-arrival
12. 2. Arrival What we do • Identify patients • Identify patient needs • Inform patients • Guide patients • Advertisement - on signage and tickets The value • Segmentation of patients • Prioritization of patients • Control of patient flow • Positive patient experience/privacy • Informed & Prepared patient • Reduced waiting time • Guide patients more accurately • The products used • Receptionist/Floor walker applications • Ticket printers • Touch screens – kiosks • Card readers/RFID • Digital Signage applications/ media applications • Mobile patient visit apps • Customer Journey Planner 2 Arrival Scan the code for more info! Book your next appointment online?
13. 3. Queuing/waiting What we do • Inform patients • Guide & direct patients • Match information on signage with patient profile • Alarms on exceeded service levels • Advertisement - on signage and tickets The value • Fair and ordered queuing • Increased patient privacy • Reduced actual and perceived waiting time • Lower stress levels for patients and staffs • A prepared patient thanks to information given Products used • Digital signage applications/ media applications • Mobile patient visit apps • Tickets • Voice units • Digital Signage applications/ media applications • LED displays • SMS applications • Customer Journey Planner 3 Queueing & Waiting Scan the code for more info! Book your next appointment online?
14. 4. Serving What we do • All necessary information is available at the fingers of the staff • Both pre-booked and walk-in patients handled • Guide/call patients • Transfer patients • Measure service levels • Alarms and alerts on exceeded service levels The value • Managed patient flow • Controlled calling sequence • Less walking for staff • Prepare staff • Increased processing capacity • Provide profile of patients service and needs, and plots trends in service requests • Match staff skills and patient needs • Reduced waiting time Products used • Software workstations • Hardware terminals • Digital Signage applications/ media applications • LED displays • patient service applications • Mobile patient visit apps • Customer Journey Planner 4 Serving
15. 5. Post-serving What we do • Patient survey to obtain qualitative data on patient perception • Store patient information with patient visit • Generate statistics/MI The value • Receive patient feedback • Increased understanding of patients’ perception • Improvement based on feedback Products used • Patient visit history applications • Patient survey applications • Touch screens – kiosks • Patient Feedback Units • Customer Journey Planner 4 Serving
16. 6. Managing What we do • Capture data • Create and communicate reports • Generate dashboards • Generate alerts & alarms • Analyse data The value • Improvement based on facts & analysis • Benchmark sites, departments, staff members • Enables immediate action • Multi site capability • Real time and historical data • Optimized staff utilization Products used • Reporting applications • Analyzing applications • Dashboard applications • Importing tools • Connectors to 3:rd party SW (i.e. WFM) • Customer Journey Planner
17. Patients Staff Management Healthcare solutions aimed at
18. Benefits for patients • Privacy and confidentiality • Reduced stress levels • Reduced actual waiting times and better planning of patient’s time • Reduced perceived waiting time • No standing in line queuing • Increased patient experience/quality of service/ • In process re-assurance
19. Benefits for management • Improve patient experience • Free more time for clinicians to spend with patients • Rapid detection of bottlenecks in patient processes • Measure and benchmark performance • Real time information and alarms (waiting time, patient volumes etc) • Efficiency improvements based on data capture and analysis • Cut administration cost • Optimise patient capacity • Reduce man-hours and sick days
20. Benefits for staff • Reduced stress levels through control of patient flow • Less walking calling patients to treatment and relaxed environment • Better communication with patients • Professional image • Management of resources • Increase the number of patients treated – efficiency • Match peaks in patient flow with capacity • Quick access to patient history
21. • Increased processing capacity of 15-35% • Reduced waiting time with 30% • Significantly improved patient experience • Significantly reduced staff stress levels Examples • Reduced waiting time from 2 hours to 15 minutes (Hospital pharmacy) • Reduced turnaround time from 27 to 13 minutes for blood test (Outpatient lab) • Reduced waiting times by 78% (Inpatient lab) • Increased throughput of patients by 55% (Inpatient lab) • Reduced walking time with 10% FTE saving (Hospital) What typical result can you expect?
22. Client references • Birmingham Children’s Hospital, UK • Kaiser Permanente, Atlanta, US – Pharmacy and Lab • Bangkok General Hospital, Thailand • Hofpoort Hospital, Woerden, Netherlands • Sahlgrenska Hospital, Gothenburg, Sweden • Gong Li Hospital, Shanghai, China • Hospital de Montreuil, France • Kyorin University Hospital, Japan • King Faisal Hospital, Riyadh, Saudi Arabia • Erasmus Medical Center, Rotterdam, Holland • Spanish Health Ministry, several locations, Spain