Case Study

Digitizing the patient welcome process

ASST Valtellina and Alto Lario chooses Cluster Reply to simplify and standardize the citizens' experience.

Scenario

A constant commitment: improving the patient experience

The ASST Valtellina and Alto Lario has distinguished itself in recent years for its strong commitment to digital innovation. Cluster Reply, with the initial digitization process, has provided ASST Valtellina with a portal to manage patient requests, monitoring their status and improving communication with citizens.

In this second phase, ASST Valtellina and Alto Lario aims to further improve the patient experience in accessing the services offered, anticipating some functionalities of the Electronic Health Record (EHR) 2.0.

The certified recognition of the person

Cluster Reply has achieved its goal by extending the city portal with authentication via SPID and eIDAS, implemented with the Microsoft Power Platform

Facilitating the citizen: primary objective

With the implementation of the "Citizen Assistance Portal," the purpose of ASST has been to facilitate access to the services offered by ASST while ensuring ease of use and privacy. The portal provides citizens with the ability to book access for making a blood draw or to go to the CUP or Choice and Revocation desk, avoiding the need to wait in line for their turn. Booking access is easily achievable from a smartphone, PC, or tablet; all of this has provided significant advantages for users by minimizing the time required to use the services offered.

Alberto Panese
Director of the Business Information Systems Department

Preventing the citizen from going to the ASST facilities or making long phone calls while being able to monitor the progress of their request by immediately accessing the required information and clinical documents.

Furthermore, being a location with high tourist attraction and in view of the Milan – Cortina 2026 Olympics, access with eIDAS provides the advantage of authentication for all foreign citizens. Alberto Panese — Health Manager - Director of the U.O.C. Corporate Information Systems.

Alberto Panese
Director of Business Information Systems

Some of the services offered

First registration and renewal for the regional health service (SSR)

Choice also in derogation or revocation of the doctor of free choice

Request for exemption due to pathology, disability, or income

Early maternity for high-risk pregnancy

Psychological, social, and obstetric counseling

Access to images and reports of various types

Together for innovation in healthcare

With the solution released by Cluster Reply, ASST Valtellina and Alto Lario has improved the quality of healthcare and user satisfaction, as well as reduced costs and processing times. Cluster Reply is proud to have supported ASST Valtellina and Alto Lario in this digital transformation journey and to have contributed to creating a more efficient and sustainable healthcare system.

ASST Valtellina and Alto Lario

ASST Valtellina and Alto Lario is a socio-healthcare company belonging to the Lombardy region that has been working for years to protect and promote the physical and mental health of the population. The structure offers various services pursuing the “One Health” approach with a view to continuous improvement through the digitization and computerization of processes.