Colombian Global Health Revolutionizes Patient Experiences with Q-Flow

Our client stands as a global healthcare powerhouse, making a significant impact in Colombia since its establishment in 1990. Over the years, it has evolved into a trailblazer in the healthcare sector across multiple countries. The company's mission revolves around delivering top-notch, accessible healthcare to communities worldwide. Currently, they have established a formidable presence in Colombia, the United States, Mexico, Brazil, Spain, Peru, Venezuela, the Philippines, the Dominican Republic, and Puerto Rico.

Operating an extensive network of hospitals, clinics, and healthcare facilities throughout the country, our client plays a pivotal role in ensuring that a substantial number of Colombians have access to high-quality health services. Boasting more than 6.8 million affiliates, our client comprises two subsidiary companies. The first is a prepaid medicine company that not only offers comprehensive healthcare but also upholds stringent standards of quality. Equipped with state-of-the-art technology, scientific expertise, and a commitment to personalized attention, this subsidiary stands out as a leader in the industry.

The second subsidiary, established in 1994 in response to the reform of Social Security in Colombia, serves as a health promotion company. It provides healthcare services and economic benefits to all members of the Health Benefits Plan (PBS), ensuring that they receive the entitlements they deserve.

The Challenge

Renowned for delivering comprehensive health services encompassing medical consultations to specialized procedures, our client has empowered 6,801,935 Colombians to access top-tier healthcare. Given this substantial affiliate and customer base, the imperative for a shift management solution became evident. Before engaging with ACF, the company identified several key challenges:

• ACF needed to demonstrate that it was the ideal technological partner for shift management, providing a robust and modular solution that ensures compliance with support times for both software and hardware.
• There was a necessity to implement unified and innovative solutions for the new “Experience Centers – Offices of the Future,” aiming to create a brand experience and address affiliate requests in a modern system equipped with advanced technology. This would facilitate interaction through non-face-to-face channels, promoting learning, adherence, and accessibility.
• The goal was to reduce staffing requirements in Experience Centers designed to handle low-complexity requests through interaction with non-face-to-face channels supported by technology.
• There was a need to differentiate from competitors by evolving from traditional offices to modern and comfortable self-service environments that promote and reinforce digital channels.
• The client sought a technology partner with growth and innovation capabilities to maintain a competitive advantage.
• The challenge included creating a unified view of the customer experience.
• There was also a requirement for intelligent, real-time reporting for management and business decision-making.

Solution Overview

ACF undertook the implementation of a shift management solution by conducting consultations to understand and establish business rules. Leveraging the Q-Flow platform, a user-friendly tool for administrators, representatives, and collaborators in administrative branches, urgent care centers, and clinics, several measures were introduced:

• Kiosks were strategically placed at entrances to capture all customers, facilitating entry into the queue through automated ticketing.
• In some scenarios, a reception console with a computer was installed where a receptionist distributed tickets to customers.
• Integrations with customer identification software were implemented, including prioritization based on customer type, giving legal precedence to seniors, pregnant women, and individuals with disabilities.

• A triage services model was implemented, classifying patients initially and directing them to appropriate services such as laboratory, radiology, and nursing before a doctor's consultation.
• Digital signage solutions were introduced to inform patients about their position in line while displaying multimedia content for education, information, or promotion.
• Managers gained access to real-time reports providing visibility into performance metrics such as total attendance, average service and wait times, SLA comparisons, and other operational indicators.

In two Experience Centers located in Barranquilla and Cartagena, service walls were deployed in both SaaS and cloud versions. Customers entering through kiosks or receptions were redirected to these service walls, where they could be assisted virtually through video calls.

Alternatively, customers were provided with tablets or PCs to manage their requests independently. These stations, including self-service kiosks and accessible devices for elderly users, supported functions such as video calls, file sharing, chat, scanning, printing, and integration with the Customer Identification application.

The Results

Our client stands as a significant influencer in Colombia's healthcare sector, having played a pivotal role in enhancing access to quality healthcare throughout the country. Their dedication to innovation, in collaboration with ACF and its solutions, has been a driving force in this transformation.

The introduction of Q-Flow, combined with the strong collaboration between the client and the project team, has had a positive impact on both patients and employees. The trust placed in ACF has fueled the expansion of the initial 2015 implementation, which began with 10 locations and has grown into a comprehensive network that now includes:

• Handling approximately 3,200,000 monthly transactions on the Q-Flow platform
• Over 150 customer service offices
• 7 urgent care centers

Moreover, the ongoing implementation strategy includes incorporating new modules such as virtual appointments, surveys, SMS notifications, and email communications. Plans also include expanding the footprint of Experience Centers and integrating with the broader health system, demonstrating an ongoing commitment to improving healthcare delivery.

Want to know more?

Is your organization crying out for the kind of queue management system that’s transformed this facility's wait-time problems?

We are more than happy to investigate how we can work with you to transform your customers’ experiences every time they interact with your organization and dramatically increase your operational performance. Our experts value the opportunity to combine their knowledge and experience with technology that enables an improved journey design and optimal customer experience.