Patient journey

The collaboration with ESII, their local partners ARSI/Comafrique and the IT service of the hospital was very productive. The communication between the teams was permanent from the needs collection phase to the analysis of these needs, supported by the ESII’s expertise, to the execution. This allowed the deployment of a useful solution both for the hospital and the users. The level of customization of the solution is impressive, so the QMS (Queuing Management System) is adapted to our patient journey and is installed in all the services that have a large attendance rate. These services are reception, insurance, admission and checkout, radiology, gynecology and laboratory.

It is important to point out that after set-up, during exploitation, we kept getting support from ESII. That was helpful for internal organization and optimization reasons; we then modified the patient journey. ESII made the efforts to adapt the solution to the new organization. The ESII team remained concerned and flexible after the implementation.

As IT manager, one of my evaluation criteria for the solutions installed is the utilization rate. The different users (supervisor, systems administrator, agent) were trained by ESII and they use the solution permanently. The real time tracking of the queue line, the statistics, the traceability of the users are features that are well appreciated by the agents.

I recommend the queuing management system by ESII for any companies that want to optimize workforce performance and productivity, reduce waiting time and enhance the customer satisfaction.

Following the installation of 7 kiosks in the 3 sites of the ASZ Aalst Hospital, the queue lines at the counters have considerably decreased (more than 50%).

The collaboration after the installation is going very well and the services offered exceed our expectations.

The benefits of these admission kiosks are:

• Easy: you simply have to follow the instructions on the touchscreen
• Secure: the identification is made by an electronic ID card
• Fast: no need to wait at the reception
• Availability: 24/7

For the reception staff, the kiosks lighten the pressure during peak traffic and allow to make patients reception interview in better conditions, for which a human intervention and an expertise is needed. The working conditions are therefore improved. The job evolves with a more direct contact with the patient in the lobby for orientation and assistance in the use of terminals, that is well perceived by the public and in consequence more gratifying for the staff.

For the patients, the autonomous reception is very fast (a few seconds) and factor of less stress and less wait. The impact of this organization is also positive on the waiting time of all the other visitors.

We are very satisfied with the solutions offered by ESII regarding the issues addressed.