Success stories


Asset and infrastructure management  ·  Facility Management  ·  FAMA

The Infrastructure Management at Sant Joan de Déu Maternity and Children’s Hospital in Barcelona has engaged FAMA to create a centralized platform for all requests, processes, and operations concerning the maintenance and general services of its facilities.

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.

Have you considered the transformative impact of technology on streamlining and centralizing infrastructure and building management in the healthcare sector? This not only reduces costs but also makes it easier to allocate resources to enhance patient care.

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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

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:

  • Job status (created, pending, completed...)
  • Workload (number of work orders per technician or per group of technicians, response time, execution time...)
  • Monthly labor costs.
  • Hourly reporting for the exhaustive control of contract fulfillment by service and maintenance providers.

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»

Andrea Cascio, Technical Office (Infrastructure Director)