The system for booking potential clients at various clinics had been in existence for a number of years. This was a simple manual system that had not only become outdated as a result of advances in technology; it also did not meet the needs of the charity that, over the years, had outgrown the system.
This manual system consisted of a book kept at each day clinic, which recorded all calls, whether or not they resulted in an appointment. Furthermore, details of the patient, surgeon, type of operation and the costs were also recorded. The system was cumbersome and time-consuming and it took up to a month to receive all the relevant information from all the clinics at the headquarters in London.
We advised on how the system could be changed to make the process more efficient and save time and cost, as well as preserve the confidential data in the best possible way. Clearly the use of IT was to be an important factor in this development. We called for a meeting of our own IT specialists and the client to assess their requirements in some detail. One viable option was for the client to implement a completely new system but also there was the other option of outsourcing the bookings to a third party. This would enable the charity to concentrate on the control element at the clinics. We put together the specific details of the requirements of the charity and invited bids from outsourcing companies. A call centre was then chosen by the charity and we reviewed the agreement to ensure that it catered for all the requirements of the charity and that no other complications, for example VAT, could adversely affect the charity.
All enquiries from the UK are now automatically diverted to this centre. If the enquiry does not result in a booking, it is kept in a confidential file at the call centre. On the other hand, if the query results in an operation, then the information is automatically provided to the clinic nearest to the patient. This enables the clinic to book the operating theatre, surgeons and all other requirements as appropriate. We advised the staff in the accounts department of the charity to regularly review the reconciliations provided by the call centre to the information that is now kept on their IT system and is accessible from both the clinics and the headquarters.
If you would like any advice on the implementation of new computerised systems then please contact our charity group who will be more than happy to help.