Netboss Comunicaciones optimises patient attention at the Beata María Ana Hospital.

With our services of the BPO Contact Center and Kairos365SCH, Netboss Comunicaciones provides turnkey patient attention for this important private hospital in Madrid.

The client:

The Beata María Ana Hospital belongs to the Congregation of Hospital Sisters of the Sacred Heart of Jesús founded by San Benito Menni in 1881 in response to the situation of sanitary abandonment and social exclusion of the women with mental health problems of the time by combining two essential criteria: charity and science. The Beata María Ana is a private hospital which provides outpatient medical consultations and hospitalisation as a result of agreements with various private insurance policies. It also collaborates with the public health system of the Region of Madrid by means of various public contracts.

The challenge:

The Beata Maria Ana hospital needed to improve the experience of its customers/patients in their contact with the hospital in order to make an appointment or obtain information about its services. The objective was to outsource the service of information and telephone attention for the patient which as from that moment must also provide a prior appointment service by telephone and implement an online appointment service as a channel to complement that of the telephone.

Strategy and solution:

At Netboss Comunicaciones we designed the processes and the final service for the customer so that it could be provided by our contact center in Santander, which processes daily all the calls to the hospital by providing information to users, appointments for outpatient consultation services, and transferring calls to hospital resources for a more detailed service. Moreover, we implement Kairos365SCH as an online scheduling platform and integrate it with the HIS (Health Information System) and other systems of the hospital.

The transformation:

At Netboss Comunicaciones we provide the Beata Maria Ana Hospital every day with a comprehensive service which guarantees a single point of information, contact, and appointment management between Patients/Customers and the Hospital, increasing the efficiency of the telephone attention and thus improving the image of the Hospital. We guarantee the best response in terms of speed – flexibility and quality. We also guarantee that this contact and administration can be carried out bidirectionally by means of the multiple channels available: telephone, e-mail, the Internet, SMS, and ensuring capacity and flexibility in the providing of the service, which is necessary for supporting the new requirements and growth of the hospital.