From Hospital IT to Hospitality!

Now or never: from patient information to digital guest communication

Due to the corona crisis, the new reality in the Jacob Clinic in Haarlem is no different than in most healthcare organizations in the Netherlands: patients generally no longer leave their room. Then the question immediately arises: How can you answer their questions in a customer-friendly manner and at the same time ensure that employees keep their hands free as much as possible for the extra care tasks?

The Jacob Clinic is part of the Sint Jacob Foundation. Sint Jacob has eight locations in the Zuid-Kennemerland region where elderly people live or convalesce. We consciously innovate proactively in order to ensure that our care is in line with the wishes of the elderly and constantly changing circumstances. Last year, for example, a start was made in the Jacob Clinic with the digital streamlining of communication and this is immediately bearing fruit in the current corona time. The initiative could now be a useful solution for many healthcare organizations.

The end of the information binder

Last year I spoke with René Stamer from GuestCompass. His company has been active in the hospitality world for years with a digital platform that simplifies the guest experience in hotels and makes it personal. This clearly fits in our rehabilitation concept where we want to work less patient-oriented and more guest-oriented. However, the daily practice is that there are information folders in the 78 rooms that are very expensive and of which the content is already outdated when they are delivered. We do immerse ourselves in the customer journey of our clients, but communication around this can always be improved.

René showed me their solution in a few minutes and the first thing that came to mind was, “Why don’t we use this in healthcare?” It became the first ‘IT project’ within Sint Jacob that was not arranged by the IT department. It is not a package or app, but an online communication platform that is quickly operational and provides very intuitive information and answers to clients’ questions. If clients are still in hospital and want to know all about the Jacob Clinic, they can prepare for their rehabilitation in the Jacob Clinic via GuestCompass. Clients thus have the most up-to-date information and that provides reassurance.

Communicate faster and better

Once in the Jacob Clinic, clients can use the platform from their own smartphone or tablet. If desired, our employees can place a shortcut on their device during the intake; simple and practical. In this way, every client can find the answer to his question at any time and if the question is not there and more is asked, that information is added. The client is immediately helped and well-informed, without having to go to the reception or demand valuable time from the nursing staff. This saves our employees a lot of time.

GuestCompass does not replace our website, intranet or offline channels, but adds a very flexible extra dimension to the guest experience. For us it is the missing link in the communication with the client and informal carers. Effective in its simplicity and therefore also great for use by seniors. Due to the current measures, our clients are also bound to the chamber. We see that more and more elderly people want to gain access to the world around them via a modern device and make more use of new media.

Digitization of care is crucial

Almost every healthcare organization struggles with a fragmented information landscape. The era of room info binders is really over. We can and want so much more to provide our clients with the best possible care. Digitalisation is the future, and with the Corona crisis also everyday reality. Almost every client who is 75 or younger has a smart phone. They Skype with children and grandchildren to keep in touch with the outside world. Healthcare should not lag behind in this area, but should move along and smartly combine the benefits for client and organization.

Daan van Duin

Manager GRZ Jacob Clinic at the Sint Jacob Foundation