Blackrock Clinic:
Customer Service Improvement
Blackrock Clinic is Irelands top private hospital and clinic. They turned over more than €60m in 2005 and are currently undergoing further expansion that will double the size of the hospital.
With increasing competition in the Irish private healthcare market, Blackrock Clinic realised that differentiation on customer service was just as important to patients as a successful medical outcome.
Blackrock decided first to enhance their outpatients booking service to further improve the complete patient experience. Improving service efficiency was also a goal on any transformation project for them.
How did we achieve this:
In just eight weeks VISION
- Implemented scheduling capability based on existing technology and tools (excel and the telephony systems own software)
- Leveraged existing tools to create much better visibility on service levels
- Deployed new reporting capability to inform daily activity and forecasting
- Introduced new practices to both learn from patient calls and share the learnings with wider patient support team
- Introduced new reception area roles to improve patient registration process
- Implemented supporting tools to manage ongoing performance and employee appraisal conversations
What we delivered
In just six elapsed weeks, with the same Blackrock team, VISION deliver:
- Customer service complaints were halved
- Average call response time was halved from 40 seconds to below 20 seconds
- Call abandonment rates were reduced by two thirds
- Patient registration is today 25% quicker
- Improved workflow from initial call through the admissions desk, streamlining both operations
- Patients and Consultants have complimented the improved service.