The client: Sant Joan de Déu Hospital, Barcelona (Spain)
With over 150 years of history, the Hospital Sant Joan de Déu in prides itself on being one of Europe's leading maternal and infant care centers, with many patients coming through its doors every day. As a private, non-profit institution with a public service commitment, it forms part of to the San Juan de Dios Hospital Order, overseeing 300 care centers in 50 countries globally. Here, patient care is seamlessly integrated with research, innovation, teaching, and of knowledge.
The Infrastructure and Services Department of the Hospital de Sant Joan de Déu de Barcelona (SJD) oversees the management of approximately 100,000 m2 across 30 buildings, encompassing the hospital complex and external centers. The project emerged from the department's aspiration to enhance service quality for internal users (hospital professionals). This involves streamlining daily operations through a unified corporate channel that centralizes all requests, processes, and operations related to maintenance and general services.
The challenge:
The goal was to implement a comprehensive corporate platform enabling more than 3,500 SJD employees and external collaborators to report incidents and request services across various departments and from different suppliers. This initiative was particularly challenging given the complex, demanding, and sensitive environment of a hospital, specifically in the maternal and child care sector.
The solution:
A unified and fully corporate portal named SAP (Professional Attention Service) has been established. This portal is accessible through SJD's dedicated corporate intranet, allowing any professional user within the hospital to submit requests or report incidents related to any of the services provided.
Beyond the portal, users can utilize the SAP app for convenient and efficient submission and consultation of requests directly from their mobile devices.
Furthermore, the OT app allows technicians from various services, including operator groups, to view assigned work orders (WO) and updating their status until resolution.
Additionally, the Maintenance and SSGG module empowers SJD's Infrastructure and Services Management to comprehensively and centrally manage the following aspects:
To ensure a swift adoption of the new SAP solution as the primary channel for incident reporting and service requests, SJD initiated an internal communication campaign. FAMA actively participated in this effort by providing videos and user manuals, simplifying the utilization of the new tools.
Results:
1 · Introduction of a unified corporate channel for the centralized recording of all requests, processes, and operations, establishing a categorized and organized repository of information.
2 · The scope of available services has been expanded.
The screenshot below displays the primary services accessible through the tool based on user type.
At a more detailed level, each service is categorized into distinct sub-services that users can request, exemplified by the badge request shown below.
3 · The system boasts a user base of 4,500 registered individuals and has handled over 3,800 requests per month, achieving this milestone within two years of implementation.
4 · Following system deployment, 67% of requests are submitted through the portal, demonstrating a notable shift toward digital communication channels.
5 · The solution provides the Hospital's Infrastructure and Services Department with rapid access to information, facilitating informed decision-making. For instance:
- Departments with the highest number of work orders (WO) generated in a specific year:
| Type | Type of work order | % from total | |
|---|---|---|---|
| 01 | On demand | Maintenance managers | 33% |
| 02 | Scheduled | Internal maintenance managers | 21% |
| 03 | On demand | Telecommunications managers | 9% |
| 04 | On demand | Electromedical managers | 6% |
| 05 | On demand | Logistics managers | 6% |
| 06 | Scheduled | Electromedical managers | 5% |
| 07 | Scheduled | Telecommunications managers | 5% |
| 08 | On demand | Security managers | 4% |
| 09 | Scheduled | External maintenance managers | 3% |
| 10 | On demand | Bioengineering managers | 2% |
Data for year 2022
0
Work orders in 2022, between scheduled and requested (on demand)
- Type of service with the highest number of requests in a year. For instance, in 2022, maintenance requests and incidents were the most requested service, accounting for 27% of the total number of requests.
- Detailed information regarding the commissioned work:
6 · The initial objective set by SJD's Infrastructure and Services Management to enhance the quality of the service provided to internal users (hospital professionals) regarding maintenance and general services of the facilities has been successfully achieved.
«With the implementation of FAMA, coupled with the shift in the service model and the introduction of new communication channels with professionals, we have successfully established a web portal and corporate app for the management of requests and incidents, significantly enhancing service quality and communication with professionals»
