Healthcare
Enterprise Excellence

Manage your outpatient clinic just like Kaiser Permanente!

Forecast the demand and capacity of your policlinic.
Sarah Misplon

What if the hospitals outpatient clinic was organized like the Kaiser Permanente hospitals in the US? This thought came to me after I’d been waiting for over an hour to go into my appointment with the doctor.

How would this process go? I schedule my appointment online and receive a reminder with the correct time, driving directions, parking options, and a link to my digital patient file. I can register in full at home, after which I only have to register online that I am at the hospital at the appointed time. I also have the option to request a video consultation and I can have the doctor validate my medication online, after which I can order my medication online and have it sent to me at home.

If there are delays, I’ll receive a text message with the expected length of the delay, so that I don’t have to waste time waiting at the hospital. I can see how many people are in front of me, waiting in the waiting room, and I’ll be notified by text message when it’s my turn. The entire process is set up so that I will have the very best patient experience.

I can only dream of having something like this implemented at the hospital at which I’m a patient. It is clear that many hospitals have a lot of work to do in terms of digitization and focusing on the very best patient experience.

But we also still have a lot to learn in terms of planning, managing, and monitoring the outpatient clinics, and we can learn this from the airline or retail industries, for example.

How high is the outpatient clinic occupation? What are the patient waiting times? How do patients experience the outpatient clinic’s organization? These are all questions which many hospitals have yet to provide answers.

If we want to optimize the occupation and reduce the patient waiting times, then it is important to have insight into the underlying data. And this is unfortunately all too lacking in our hospitals.

And that is precisely where the airline and retail industry are so strong. There are data scientists working behind the scenes to continuously monitor and adjust the data on customer experience, waiting times, occupation, etc.

And that is what gets us, as the Möbius-LoQutus Group, excited! How great would it be if every hospital had the digital tools and dashboards necessary so that doctors and employees could get insight into the most important indicators, such as patient experience, waiting times, occupation, etc.? Based on this information, they could take the steps required to improve patient experience.

Are you interested in exchanging ideas about this?

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Sarah Misplon