Streamlining Care
Customer Experience | Implementation | Digital Platforms
PROBLEM
A large national Private Hospital provider looked to address inefficiencies in the patient booking process, which lead to high error rates, redundant handling of services, and frequent follow-up phone calls to obtain missing information. This inefficiency resulted in increased labour costs and a suboptimal customer experience.
SOLUTION
We simplified and digitised the process to maximise efficiency and supported business process changes through a comprehensive change management plan, which included staff training through eLearning, and an intranet platform for team collaboration.
- Digitise Process
- Change Management
- Intranet Platform
- eLearning
RESULT
- 70% reduction in task handling time.
- Improved customer experience and satisfaction.
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