Listening to the customer and knowing their needs has become an important relationship tool for any company, especially for those working in the medical segment. Faced with this reality and the increase in demands, Santa Casa de Mauá presents its newest project, developed with the support of Wareline: the SAC Web, which aims to further strengthen the relationship with the customer.
The hospital has always adopted patient research, however, the process was done manually, which came to be seen as a barrier. “Our research system was quite outdated, as we used a form to fill out that was deposited in an urn. During the week, the nurse responsible for the ombudsman collected the forms and dealt with the most serious cases, such as scheduling appointments, attendance and doubts about visits”, recalls the marketing manager of Santa Casa de Mauá, Rogério Borges.
It was through these surveys that the institution found the need to change the way appointments were scheduled. The solution came with the implementation of scheduling via Whatsapp, which reduced the patient's time with phone calls and face-to-face scheduling. “We streamlined the process and increased patient satisfaction and comfort. The benefit is mutual, both for the patient, who will have more practicality, and for the institution”, he comments.
However, it was still necessary to increase the rate of patient responses, since one of the goals of Santa Casa de Mauá is to become a reference hospital in the Greater ABC region. For this, technology, so present in people's lives, would be the alternative to innovate the institution's SAC.
“We always need to work with a focus on results and evidence from data is essential for this. When I decided to innovate the hospital's SAC, I got in touch with Wareline, talked about my goals and the company immediately introduced me to the SAC module. I was delighted with the various possibilities of formulating research and having reports with real results”, he says.
With the change, Santa Casa de Mauá started to use totems and tablets to carry out research, which are available in various sectors of the hospital. At first, the devices are used in specialty outpatient clinics and in the hospital's new Emergency Room. Each new patient or visitor who arrives at the establishment is registered in which CPF and e-mail are provided, which are immediately registered in the system. Thus, when he accesses the questionnaire via a totem or tablet, he enters his personal information and the system searches the database for his activity within the Santa Casa, such as attendance, visit, examination, hospitalization. Then, the questions appear on the screen, after being answered, they are saved and recorded directly in the hospital's database, being already available for data tabulation.
“Under the old system, responses were around 50 to 80 a month. Now, our expectation is an increase of 80%. We will invest in communication and guide employees to help us, inviting patients and family members to respond. The survey will be available 24 hours a day, including weekends and holidays. We will do a daily analysis and the report will be compiled weekly”, concludes Rogério.
According to the superintendent Harry Horst Walendy, the structuring of the Customer Service will add greater value to the hospital's image, as assessing job satisfaction or dissatisfaction allows generating customer loyalty and retention. “The program will help in decision making, since human relationships are complex and involve a series of groups such as patients, doctors, nurses and employees, given that the needs of each are different”, he explains.
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