CHU UCL Namur

Presentation:

The largest employer in the province of Namur, the CHU UCL Namur is a leading university hospital center. With its three sites (Sainte-Elisabeth in Namur, Mount Godinne and Notre-Dame in Dinant), it offers a capacity of more than 800 beds and has nearly 500 doctors. Each year, more than 600.000 consultations and 60.000 hospitalizations are carried out there. In order to effectively meet the needs of its patients, the UCL Namur University Hospital has implemented an Automatic Reception VoiceBot system for several years, offering smooth and rapid management of telephone calls to ensure a quality reception and continuous service.

Interview with Alexis Gysels, Administrative and Financial Director

Context preceding the implementation

Interviews with the 3 administration managers of the 3 sites

3 sites sharing the same secure internet connection
3 work phone different
More than 50 calls month
86 services supported by Vocabase distributed across the 3 sites
More than 800 people (doctors and staff)
The direct numbers toward some services (sometimes in large numbers and therefore little used)
Sometimes a SVI/IVR DTMF closest complex and too long
Caller behaviors on theIVR leading to wrong transfers
Times ofvery long wait

Automation of telephone reception

To take down

To welcome

To qualify

Distribute

Goals :

Free up time for administrative staff
Home more qualitative
Decrease of the deadline ofwaiting for patients
Reduce the number ofcalls handled manually
Reduce misdirected calls

Implementation of the project:

Business users

Administrative and financial management

Patient Administration Officers

Operational managers and telephone reception staff

Provision of lists of services, people (doctors and employees), and reasons for calls

Technical experts

ICT CHU UCL NAMUR (Firewall)

Telecom (Call redirection in IP telephony)

Opening firewalls to our systems, and redirecting calls from the PABX to our systems and vice versa

Implementation and operation

Continuous improvement :

Access to a setting interface
Stat Tracking et call listenings to optimize
Evolution of the system performed by hospital staff
Rapid adaptation to changes (arrivals and departures of doctors)
Easy setup of the entire behavior of the Voicebot

Interviews with local officials by topic

Profits :

For the CHU

Better visibility on traffic, and the nature of that traffic.
Automatic supportand ¾ of calls (around 75%)
50% reduction in time spent on telephone reception by dedicated staff at the telephone reception allowing a better physical reception (Example, transition from 2 to 1 person on the Sainte Elisabeth site)

For the staff

Frees up time for reception staff to better handle more sensitive calls and more availability for physical reception (Staff at the counter)
La reduction of load on telephone reception enabled the implementation of internal mobility requested by employees (For example, on the Godinne site, 2 people were able to leave reception to join the consultation team)

For patients and their doctors

Support for all calls, automatic and fast processing
For doctors calling the CHU, do notuse only the general number to access the various services.
Reduction of waiting times. For example, the Sainte-Elisabeth site had 2 waiting times, at the general number level and at the service level, with vocabase the first waiting time has disappeared.