Overview
Nahdi Care Clinics, a leading healthcare provider in Saudi Arabia, sought to enhance patient care and operational efficiency across its clinics. Nahdi Care Clinics partnered with Wavetec to tackle these challenges, implementing innovative solutions that optimized patient flow and elevated the overall patient experience.
The Challenge
Before adopting Wavetec’s solutions, Nahdi Care Clinics faced critical challenges:
- Patient Flow Management: Clinics need a way to streamline patient flow and reduce waiting times while maintaining high standards of care.
- Operational Efficiency: Optimizing the allocation of staff and resources was essential to reduce costs and effectively manage patient wait times.
- Enhanced Patient Experience: Patients required a seamless, stress-free experience from check-in to the completion of their visit.
Customer Journey
Patients begin their journey by checking in at the reception. New patients provide their biodata for registration while returning patients can quickly take a ticket. The ticket is issued via WhatsApp and while waiting, patients receive real-time updates via WhatsApp about their position. Once the triage and doctor call their ticket, they receive updates via WhatsApp of their turn along with a message guiding them to the appointed room. Once their turn is completed, they receive a thank you message via WhatsApp.
Offered Solution
Wavetec provided a comprehensive solution tailored to address these challenges:
- WhatsApp Integration via Spectra API: Our Spectra API was seamlessly integrated with Nahdi’s Hospital Information System (HIS). When patients check in, they receive a WhatsApp message (formerly an SMS), offering real-time updates on their queue status.
- 10-Inch LCD Counter Display Units (CDUs): Custom-designed CDUs display the doctor’s name and details on one side while showing the current counter status on the other. The design ensures clarity and efficiency for both patients and staff.
- WebTSU Browser Notifications: A browser notification feature was incorporated to alert staff whenever a new ticket is issued. This ensures triage nurses are immediately aware of new arrivals, improving response times and efficiency.
- Workflow-Based Ticketing System: The ticketing system is designed in a workflow mode, where the triage nurse calls the first ticket issued. Once triage is complete, the ticket is automatically transferred to the specific doctor. The patient journey concludes when the doctor clicks “end serving,” ensuring a seamless and efficient flow.
- WhatsApp Feedback Collection: Patient feedback was gathered via WhatsApp, providing real-time insights for continuous improvement.
The Outcome
Wavetec’s solutions delivered:
- Reduced Waiting Times: Efficient queue management significantly decreased wait times, boosting patient satisfaction.
- Improved Operational Efficiency: Streamlined patient flow and digital tools optimized clinic operations.
- Enhanced Patient Experience: Virtual queuing, digital signage, SMS/WhatsApp notifications, and feedback collection created a more organized and stress-free environment.
Through this partnership, Nahdi Care Clinics set a new standard in patient-centered care, positioning itself as a leader in the healthcare industry.
