Alliance Medical Logo - case study

Improved customer experience with a stable, scalable medical report delivery system

Find out how our customer communications management solution delivered improved organisational efficiency and customer satisfaction for Alliance Medical.

Customer communication management | Alliance Medical case study

Project at a glance

Challenge we helped to solve:

Alliance Medical is a radiology services business that specialises in delivering high quality diagnostic imaging to over 2,000 GPs, consultants and hospitals. Alliance needed to improve the speed, stability and visibility of their communications process. In particular, Alliance struggled with a lack of local support for their system. 

Solution delivered:

Inpute worked closely with the customer to deliver a customised communications solution. The solution provides full visibility and an audit trail over delivery of radiology reports, providing an overall better service to patients.

Solution for:

Capabilities deployed:

Business results we delivered:

  • Improved customer satisfaction
  • Greater visibility and accountability in the process
  • Fully scalable solution to meet expected growth  

"Immediately, Inpute stood out as a capable solution provider, experts in their field, with a solution that delivered what we were looking for.”

Pat Kane
|

IT Manager, Alliance Medical Group

Challenge

The system was limiting efficiencies and struggled with any increase in load

Alliance Medical is a radiology services company which specialises in delivering high quality diagnostic imaging for their patients in many centres throughout Ireland. Alliance deliver their service through local teams of highly qualified consultant radiologists and radiographers. Communicating with over 2,000 GPs, consultants and hospitals, Alliance was seeking to improve the speed, stability, scalability and visibility of this communication process.

Inpute were tasked with devising and implementing a new communication method. This communication needed to provide the necessary governance and efficiency of a system to communicate radiology reports.

Pat Kane, IT manager explains that the previous system provided little or no visibility of the confirmation of delivery of the outgoing reports.

"The system was not scalable and struggled with any increase in load", says Kane. "Our efficiency was limited. We did not know if there was a problem delivering the radiology report until the referrer would contact us, complaining they did not have the results in a timely manner. These results were of vital importance and the speed at which they could be delivered had a real impact on patient care"

Alliance struggled with a lack of local support for their system. Any technical instability could shut down the system resulting in results being delayed. For customer service, Kane explains, this was a real issue. It was important for Alliance to be known as a reliable, efficient report provider.

Inpute were to implement a solution, integrated with the existing radiology report generator and capable of securely sending results to referrers.

Solution

A scalable customer communications solution

"Any solution implemented had to scalable, it had to provide visibility. Those were two key issues for us," says Pat Kane. Following an intensive consultation process, Inpute was chosen to deliver a solution to meet the needs of Alliance. "Immediately, Inpute stood out as a capable solution provider, experts in their field, with a solution that delivered what we were looking for," says Kane.

Inpute devised a tailored solution built on WorkStream which provided end-to-end stability, scalability and visibility. A detailed audit trail of two-way communication was available for business users to assess and act on immediately if necessary.

Result

Difference we delivered

"The solution has improved the efficiency of issues arising from radiology reports by a great deal", says Kane. "What we have now is a complete system, capable of handling increased loads. We are electronically sending over 15,000 reports per month. The system can handle this, we have visibility and we have stability. Our customer service levels have increased, and we are providing an overall better service to the patients at the end of line, and that matters"

"If there is a problem sending a communication, we can see that immediately and we can manually send it. That type of proactive action has really made our service efficient," says Kane

The solutions provided a clear audit trail, two-way communication between processes. Where previously users tracked reports on excel sheets, they are now provided with a detailed report showing any issues and information necessary.

Kane concludes: “We've been impressed especially by the quality of the local support and professional services - they're a team that know what they're doing and do it well.”

“Clear, efficient communication lays a foundation for improved patient care in a healthcare environment. Our tailored solution improved visibility and accountability to enhance overall healthcare operations while giving customers the integrated experience they expect.”

Chris Howard
|

CEO, Inpute