Consistent delivery of service management across 50 hospital units and 70 departments. See how

A Case Study: Healthcare Service Management

The Client

The client is one of the largest healthcare providers in India with over 2 million global patients annually across 51 locations. With over 30 specialties, 3500 doctors and a staff of over 16000, the hospital strives to provide affordable healthcare to people across the world.

The Challenge

  • No visibility of ground level operations
  • Manually managed processes with high people bandwidth requirements
  • Ad-hoc process
  • User and business dissatisfaction
  • Processes were focused and followed only by limited departments

HxCentral Solution

HxCentral digitized and automated the service, complaints and change requests across the organization.

  • Implemented the centralized and scalable service management platform with access from the web, mobile app, email and SMS
  • Re-designed the process with a focus on user experience and standardization
  • Onboarded 50+ hospital units and 70+ departments by digitizing the workflows, forms, SLAs, and notification processes as per operational need
  • Automated ticket assignment to the people / groups based on their location, department and ticket type
  • Mapped SLAs based on business criticality and driven SLA adherence with pre / post notifications and escalations
  • Integrated with HRMS and Active Directory to capture user details, hierarchy and authentication
  • Provided insights to improve experience and reduce complaints
  • Enabled managed services for the solution to ensure high availability, performance and ongoing enhancements

The Outcome

51

Global locations

30

Specialities

16000

Hospital staff

2 Million

Global patients

P

20% reduction in complaints over a period of one year

P

Complete visibility of operations across locations and departments

P

Standardized process across units

P

Evolved and matured processes that significantly improved patient experience and operational excellence

P

Higher availability of infrastructure, applications and services from various departments

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