Clinica Virgen del Rosario

This time we explain the success story with our client, the Clínica Virgen del Rosario de Algeciras ✅. Do you want to know how we helped them optimize their resources to achieve success? 🏆. Read on!

The Virgen del Rosario Clinic in Algeciras automates its telephone appointment scheduling service and is able to offer a 7×24 service thanks to GESDITEL’s virtual telephone assistants. GESDITEL has allowed this Clinic to improve its Patient Care service, extend its opening hours and dedicate the human resources that until now were responsible for repetitive tasks, such as telephone assistance for appointment allocation, to functions that require a higher level of specialization and that provide added value to patients.

The virtual assistants of GESDITEL are now able to offer a 7×24 service thanks to GESDITEL’s virtual telephone assistants. GESDITEL’s virtual assistants are able to verify the user’s identity by checking the veracity of their ID card and locating the clinical history number to offer and book appointments for each of the clinic’s schedules. The virtual assistants are able to verify the user’s identity by checking the veracity of their ID card and locating the clinical history number to offer and book appointments for each of the clinic’s schedules.

It is now possible to manage appointments even when the reception hours are out of service and on weekends.  

Why does Clínica Virgen del Rosario contact GESDITEL?

Why contact GESDITEL? At the Clínica Virgen del Rosario they had several reception desks where they answered customer calls, resolved queries and managed appointments. There was no control of which of them had more workload and sometimes this resulted in many of the calls being left unattended because the receptionist was overwhelmed.

On the other hand, there were limited hours for appointment management during the week and on weekends, this service was inoperative. Therefore, they thought that a good solution was to hire a virtual assistant to manage appointments, avoid saturation in the lines and offer uninterrupted 7×24 telephone attention. The clinic heard about GESDITEL’s virtual assistants and decided to contact us.  

How did your Patient Care work at the Clínica Virgen del Rosario in Algeciras?

Until GESDITEL’s virtual assistants appeared, the Virgen del Rosario Clinic used to use part of its human resources to receive phone calls, verify the identity of the users of the appointment service, take their data and assign the appointment on the Clinic’s online platform. This system limited the telephone service times to office hours, and caused these employees to be glued to the phone performing repetitive and unproductive tasks.  

What needs did we detect?

• Need to automate the telephone appointment service.
• Manage appointments reliably and without human contact.
• Expanding telephone service hours.
• Improve wait times for appointment booking.
• Avoid human contact and crowds.
• Avoid human contact and crowds.
• Avoid human contact and crowds.
• To have full control over the system.
• To have full control over the system.
• To have full control over the system.

What solutions do we implement?

After analyzing the volume of calls received, and calculating the time required for a virtual assistant to book an appointment (in this case, the average is 1.3 minutes), we opted for the following solution at the Clinic.

• Call Queue Management Software:

As soon as the phone call enters the system we run it through our call queue management software. This software is responsible for minimizing the response times of the virtual assistant and for keeping users on hold when the virtual assistant is busy. When a call comes in, we put it through our queue management software. Each assistant is capable of handling a simultaneous call and ending the call with a booked appointment. As soon as the call is answered the attendant is free to attend the next call in less than a second. Attendant is able to attend a simultaneous call and end it with a booked appointment.

• Integration with 9 medical specialties.

We integrate our assistants with 9 medical specialty schedules. To maximize the profitability of the assistants, all of them are able to manage appointments across all agendas.

• Text to Speech function

Thanks to this function we can translate to speech the text that the Clínica Virgen del Rosario appointment booking system presents on screen. It is quite useful to avoid having to modify the assistants when changing data of some of the agendas (address, name, etc.). The virtual assistant will read that it is written in the agenda and no modification will be required.

• Tone detection function by DTMF (dialing numbers on the telephone keypad).

To facilitate the user experience in this system, DTMF tone detection is agreed upon. That is, the user will give commands with the keypad of his phone instead of by voice. This system is programmed in this way because of the difficulty of transcribing people’s last names. The assistant offers options and the user decides with the keypad.

• DNI verification.

Attendants identify the user by their ID card. Once the ID card is entered, without handwriting, the assistant verifies the veracity of the document and locates your medical record number in order to continue with the appointment booking.

• Integration with the Appointment system used by the Clinic (Kube System)

GESDITEL assistants consult the available appointments in the software that the Clinic normally uses. It queries the available appointments and offers several options to the user. Our assistant adapts to the needs of the clinic, not the other way around. There is no need to change software.

• Closing of appointments and communication to the user of place, date and time.

Once the appointment has been made, our assistants ask the user for a contact telephone number. At this point we have the option to send an SMS to the user with the details of the appointment.

• After the appointment is made, our assistants ask the user for a contact phone number.

To guarantee the correct functioning of the system at all times, we provide Clínica Virgen del Rosario with an online platform where they can consult in real time the statistics on the performance of the virtual assistants and the call occupancy of their departments, offering detailed information on total volume of calls received, calls per hour, calls per day of the week, calls handled by each of the assistants, etc.  

What’s the result?

BEFORE

• Phones manned by people
• High staffing costs.
• High waiting times.
• Appointment scheduling reduced to office hours.
• Lack of statistical control of the process.

NOW

• Automated pre-appointments
• Structural cost savings.
• Expansion of hours to 7×24.
• Nearly zero waiting times.
• Real-time statistical information.
• Operators who can change positions without any problem.
• Call statistics control.