Success stories

Comprehensive
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management
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of
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infrastructure
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and
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general
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services
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at
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Sant
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Joan
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de
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Déu
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hospital

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.

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.

At a more detailed level, each service is categorized into distinct sub-services that users can request, exemplified by the badge request shown below.

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.