bwfr customer experience workshop -imtermedicas - sep. 2015
TRANSCRIPT
CUSTOMER SERVICE IN MEDICAL SERVICES?!
You must be joking….
A little bit of getting to know each other
Psychologist
11 years in corporate medical services & customer care + 3 years as medical services entrepreneur
Sports in general, but rugby is my thing
Hello, we are Intermedicas
• First second opinion clinic in Romania
• We identify the top 5% best doctors on 3 continents (Europe, the USA, Asia)
• We offer instant access to them
• We negotiate the best prices though our protocols
• You have a case manager at your side from the first call until you are safe and sound again
5 things to remember about us
• To confirm an actual diagnosis
• If you doubt the treatment
• To reduce medical error
• To get instant access to the best doctor specialised in your health problem
When you need second opinion
Customer care in medical services? Really?
The Romanian national health system in a nutshell
The Romanian medical services – truth or dare?
Specific cases & Best practices benchmarks
Design of the ideal health care service
The Romanian medical services – truth or dare?
• In the private clinics/hospitals, they treat you better, but they don’t have top doctors
• Should you have a serious health problem, you’d better leave the country
• No money for“șpaga”/tips, then die
• If the doctor is very good, he might be arrogant/treat you bad, but at least he helps
• With all the “șpaga” you give in the public sector, you’d better opt for the private one
Which are your myths/realities?
The Romanian national health system in a nutshell
Heaven or Hell?
Public vs. Private
Bucharest vs. other cities
The Public system captivity – some health problems can only be dealt with in public hospitals
→ We don’t serve clients here
→ We have no customers policy
→ If you feel like a client, then, maybe you are at the mall, not in a clinic
In the health system…
What is the
service?
The medical advice?
The receptionist?
The waiting time?
The waiting room?
The price?
The way the doctor
communicates with you?
Who is the
client?
The Patient
The family
PUBLIC CUSTOMER CARE
• Functional model: whom you know/generous tips/social case
• Also known as pile/spaga/caz social
PRIVATE CUSTOMER CARE
• Functional model: happy captive clients
• Better than the public offer (eg. Regina Maria – 1st medical institution with a C.C. system)
NICHE MEDICAL INSTITUTIONS, SPECIALISED IN MEDICAL CASES MANAGEMENT – INTERMEDICAS
• Functional model: direct & instant access to the best doctors for second opinion services, 1st intention, Personal Health Assistance
• Focus on patient & family care
P A T I E N T C A R E
Customer care architecture
Expat child with medical emergency
Goes to Grigore Alexandrescu
Calls Intermedicas
Worldwide customer care benchmarks
No filling out forms and no waiting for a call back. From the minute you create your account, our team will start making your health care better. If you have an urgent medical question, you can speak with Mayo Clinic nurses 24/7 and your PHA will make sure you get the right follow-up care.
You get immediate access to the doctors other doctors have selected as “best.” It’s more than a second opinion: it’s a personal, compassionate way to be sure you’re doing what’s best for you.
Exercise
