Health | Qmatic Customer Journey

1

Customer Engagement

Qmatic connects the online and offline worlds to give an efficient patient experience. This patient journey begins pre-arrival. Our highly configurable, calendar options including on-line enables patient appointments to be made through members of staff, Call Centres or even by themselves via our Mobile App. Patients can select a care point with the least waiting time and even enter queues before reaching the environment. A full portfolio of SMS / email notifications can also be configured.

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2

Customer Empowerment

As companies seek radical transformation in their systems of engagement, we can provide real time alerts reminding patients of their upcoming appointment as well as receive updates as to current waiting times in the department they are visiting, issues and even 'wayfinding'. This empowerment allows patients, to reschedule or cancel their appointments if required as well as see and locate alternative services in the local area.

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3

Informed Customer

Orchestra allows data to be collected and management to occur across multi- location environments. In its enterprise form with its various deployment architectures, Orchestra permits different configurations for different store types, whilst its capability to aggregate reporting and benchmarking between locations allows demand to be balanced across the entire estate.

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4

Virtual meets Physical

Patients can be categorised, put into process and made welcome. The interface allows the capture of notes and integration with the patient records so that patients have a seemless care experience.

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5

Self Check In

To remove the need for receptionists, patients with pre-booked appointments can self-check in using touch screen devices, cameras and barcode readers whilst walk-ins can place themselves in the appropriate queue for service. Opportunities exist for information to be communicated either via the screen or a ticket.

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6

Face to Face

Care staff can provide a personal service by greeting patients with their records to hand enabling them to transfer patients to the next part of their journey without the need for a physical device.

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7

Reducing Perceived Waiting Times

Patients are kept informed throughout their care pathway by providing media updates, text alerts, live information on waiting times. The solution allows patients to clearly see when they are to be seen, why others are seen before them and allows them to leave the area - encouraging the feeling of movement and reducing cross infection risks. These media solutions also offer opportunities for revenue generation.

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8

Digital Signage

Qmatic's digital signage offering includes Andriod based players for ease of installation and deployment of content. The solutions ensure that patients are directed to the appropriate care point saving valuable staff resources for providing care.

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9

Linear

The ability to call forward patients logically and fairly using clear programmable audio messages and appropriate displays (if required) ensures full DDA compliance whilst ensuring patients are directed to the appropriate care point, saving valuable staff resources for providing care.

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10

Credible Relevant Information

Our systems ensure staff have just the information they need to deal with patient care, and can draw information from the Patient Administration Records and other integrated modules so that staff do not need to be using multiple record systems to record simple information.

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11

Social Monitoring

Health trusts use social media for engaging, participation and relationship building. Having live feedback on service performance sits alongside physical data captured within the system aiding the clinical teams ability to improve clinical care provision.

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12

Analytics

Our solutions provide administrative and clinical teams with powerful reporting tools to analyse service demands, care times, resource allocation, patient waiting times and staff performance to constantly improve the efficacy of care and to plan future demand.These highly configured dashboards, alerts and alarms allow teams or individual managers to receive the right 'live' management information for their specifc area which can be accessed via any device.

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13

A Hosted Environment

Offering various deployment options; 'On Premise', 'Dedicated Cloud' and 'Cloud' means that we are able to cater for clients who no longer wish to host or run local in-house software. These options further mean that there is the capability of offering great experience benefits without large investments in IT Infrastructure with various commercial options existing including a Software-as-a-Service deployment.

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14

Continual Improvement

Providing strategic data and insight using metrics such as patient’s waiting time, service demand and performance levels of users or departments allows senior management teams to establish improvement plans, resource plans and ensure that ultimately the patient care is delivered at the required levels.

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15

Powerful Information

Qmatic Score and our other analytics provide the historic information needed to plan service and develop the provision of care with the patient experience at its core.

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16

Advocacy

The mobile - social media world now dictates that news and feelings are transmitted both fast and wide. Qmatic assists in driving patient experience improvements by ensuring patients feel in-process and are educated and entertained whilst waiting. Public health messages are readily transmitted, absorbed and public confidence in the health provider is improved.

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17

Feedback

It is important to learn when the moment is fresh enabling continual improvement to take place. Through correctly scoped systems of engagement such as mobile technology via SMS or in branch kiosks or even handsets at care stations can all capture the patients emotions when it is fresh. These can even be escalated in real time.

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