Case Study

ASST Valtellina and Alto Lario: innovation serving citizens and frontline professionals

SCENARIO

Digital Reception and Efficient Healthcare

ASST of Valtellina and Alto Lario continues its digital innovation process with the aim of standardizing the reception path for citizens in all the numerous facilities present in the area.

The emergency situation generated by the spread of Covid-19 has contributed to accelerating the need on the part of management to:

stagger and monitor citizens' access to healthcare facilities;
reduce waiting times at service counters.

WHAT WE HAVE DONE

Our contribution

Cluster Reply supported the ASST of Valtellina and Alto Lario by creating a tool that is easy to manage and extend across different territorial realities. The solution has proven beneficial for both citizens and operators engaged in improving access to services for the entire population.

The two souls of the solution

The citizen

The social health company

the citizen

Citizen satisfaction leads to their loyalty

The citizen's reservation for access to a hospital facility guarantees efficiency, as it regularizes the flow of attendance, avoiding unnecessary waits, security, as it prevents interaction with the tablet for ticket printing, and respect for privacy, as it avoids the nominal call by the doctor to access their office.

The ability to choose based on personal needs, location, date, and time improves the user experience. The only caution for the citizen is to arrive a few minutes early.

A loyal citizen becomes an informed citizen about the services offered and the initiatives promoted by their ASST.

To implement the reservation service, the path of simplicity and configurability offered by Microsoft Power Virtual Agent was prioritized.

In just 3 simple steps the citizen books their access to the facility.

The choice of service
Step 1
The reservation
Step 2
Access
Step 3

The citizen, interacting with the chatbot on the ASST Valtellina homepage, selects the service of interest and, expressing their preference regarding the location, day, and time, enters their contact details and completes the booking.

The chatbot concludes the dialogue by summarizing the entered data and informing the citizen of the ticket number with which they will be called on the day they booked access to the facility. The system also sends a summary email, from which it is also possible to cancel the appointment.

The citizen, upon entering the facility, will not have to wait in line, but will find, within a few minutes, directly on the display the number related to their reservation and the indication of the counter or clinic to go to.

“The user, therefore, autonomously not only books access to the ASST facilities but also ensures virtually no waiting times to take advantage of the services offered by the company.”

Alberto Panese
Director of the Business Information Systems Unit

the social health company

A common model for all

The need of the social health company was to equip itself with a common solution for all company facilities that, by rationalizing processes and resources, would always keep the focus on the citizen.

The involved actors

The main actors are all involved in the management and booking process of access:

Corporate information systems
Service managers
Administrative healthcare staff

Business Information Systems

They are responsible for configuring the entire solution. The features available to these users allow them to create and activate new services to be made available to citizens, associate them with the appropriate territorial facilities, and finally create and configure new displays and kiosks. The SIA can centrally control the publication of multimedia content and scrolling texts to be displayed on the screens in waiting rooms where citizens monitor the tickets taken care of by individual counters and clinics. Their function also includes the creation of user accounts, which will be associated with specific profiles based on the role held by the individual in their hospital facility.

Service Managers

Administrative healthcare personnel

Those who interact with the citizen, influencing their experiences and representing the engine of the entire process. They are the ones who call the patient, deciding to respect the predefined priority order of the queues for each station or prioritizing certain tickets through the “manual” function. They can open and close the station, pause the counter, indicate whether the citizen related to a certain ticket is present or absent, and migrate the ticket to another queue to keep track of the entire patient journey within the facility.

The advantages of the solution

The solution developed by Cluster Reply, leveraging the versatility of the Microsoft Power Platform and Microsoft Azure services, has the advantage of being:

Scalable: extendable to an increasing number of locations and services;
Configurable: system administrators can easily manage very different scenarios;
Modular: each service can be composed of a different combination of functionalities;
Integrable: the solution can be enriched with information from other systems;
Sustainable because an enabler of paperless processes.

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.