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.
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.
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.
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.
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 of work order
|% from total
|Internal maintenance managers
|External maintenance managers
Data for year 2022
- 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»